Accessibility
1. Our commitment
HelpWin LLC commits to WCAG 2.1 Level AA conformance across the platform infrastructure we operate and the websites we build for our clients. We treat accessibility as a continuous program, not a one-time audit, and we publish this statement so that anyone who uses our platform, embeds our widgets, or visits a site we built knows what to expect from us and how to reach us if something falls short.
We design for users who navigate with screen readers, keyboards, switch devices, voice control, and any assistive technology that respects standards. When something is not accessible to those users, we treat it as a defect.
2. Scope
This commitment covers:
- HelpWin's marketing surfaces (helpwin.net and its public pages).
- The HelpWin booking widget and services widget that embed on third-party client sites.
- The websites we provision and host for our clients via our template engine and deployment pipeline.
This commitment does not cover content that our clients supply themselves through our dashboard. Client-supplied photographs, alt text, descriptions, and uploaded media are the client's responsibility; we provide the platform infrastructure (form fields, labeling guidance, alt-text inputs) needed for clients to meet AA on their own content. The Terms of Service (Section 18.3) carries the contractual carve-out.
Operator-only admin surfaces (admin dashboards, builder tools) are not subject to ADA Title III public-accommodation requirements and conform to a lower internal bar.
3. Contact
To report an accessibility issue, email [email protected]. Include the URL of the page or widget where you observed the issue and a brief description of what was inaccessible to you.
- Acknowledge receipt within 2 business days.
- Remediate critical violations within 14 calendar days.
- Remediate AA-blocking violations within 30 business days.
If a remediation will exceed these timelines for technical reasons, we communicate the reason and a revised target before the SLA expires.
4. Tested against
We test HelpWin's accessibility against:
- NVDA on Windows + Chrome (current + previous major versions).
- VoiceOver on macOS + Safari.
- Keyboard-only navigation across all primary user flows.
- Zoom-to-200% on every public-facing surface.
- Color-contrast at WCAG 2.1 AA thresholds (4.5:1 body text, 3:1 large text and UI components).
Browser and OS matrix: Chrome, Firefox, Safari, and Edge on current + previous major versions across Windows, macOS, iOS, and Android.
5. Audit cadence
- Per-deploy automated audit. Every commit to the HelpWin booking widget runs axe-core against the canary build before promotion to stable. Critical violations block the canary promotion.
- Per-client-site automated audit. After each new client site provisions, axe-core runs against the deployed URL within 60 seconds; results land in our client-site audit ledger and surface to operators. Ships after our first 25 clients.
- Quarterly internal sweep. HelpWin operators walk a representative client site, the marketing surfaces, and the booking widget with NVDA + keyboard-only + zoom-to-200%. Findings drive the next remediation batch.
- Annual third-party audit. Deferred until our 25th client; we will commission an independent accessibility audit at that milestone and publish the summary findings.
6. Known limitations
We do not currently publish a Voluntary Product Accessibility Template (VPAT). Enterprise procurement teams who require a VPAT can email [email protected] to request our current accessibility program documentation; a formal VPAT is on our roadmap once we reach 25 clients.
Client-supplied content on websites we build is outside our audit scope. We provide tooling (alt-text inputs, contrast warnings, semantic structure in our template engine) that lets clients meet AA on their own content; we cannot verify compliance on content we did not author.
An annual third-party human audit is not currently committed. We rely on automated axe-core scans + quarterly internal sweeps until our 25th-client milestone.
7. Embedding HelpWin widgets
For developers embedding HelpWin's booking or services widgets on a third-party host site, the widget conforms to WCAG 2.1 AA when the host page provides:
- A valid
<html lang>attribute. The widget reads the host page's language attribute to set its ownlang; if the host omits it, the widget falls back to English. - A semantic
<main>landmark on the host page. The widget mounts inside the host page's content flow and inherits the host's landmark structure. - A focusable container element. The widget injects focusable controls; the host page must not override
:focus-visiblestyles with display:none or visibility:hidden patterns.
If you embed HelpWin and notice a conformance issue, email [email protected] with the host URL and a description of what you observed; we will investigate within our SLA.
8. Related documents
- Terms of Service (Section 18.3 covers the accessibility carve-out for client-supplied content).
- Privacy Policy.
- Data Processing Addendum.
- Sub-Processors list (third-party services that may affect end-user accessibility through their own products).
For broader questions about HelpWin's cybersecurity, privacy, or compliance program, email [email protected].
Questions or accessibility reports? Email [email protected].