For most US businesses open to the public, a policy against bringing pets inside does not settle the question of service-dog access. The Department of Justice explains that the ADA covers dogs individually trained to do work or perform tasks for a person with a disability. A dog that has been trained to take a specific action when its handler needs help can qualify. Providing comfort by its presence alone does not meet that federal definition. Department of Justice ADA service animal FAQ
Keep the exchange short and private
When it is unclear what service the dog provides, staff may ask whether it is required because of a disability and what work or task the dog has been trained to perform. Staff can’t demand medical details, documentation, certification or a demonstration of the task. When the service is obvious, the questions aren’t needed. The federal guidance also covers circumstances such as an animal being out of control and its handler failing to take effective action.
For a grooming business with a public reception, a useful team exercise is to practice the two permitted questions with a colleague. Make sure staff know where to get help with a difficult situation and can speak discreetly. This guidance concerns ADA public access. Air travel and housing have their own frameworks. GroomNear has also covered why assistance dogs need room to work, with separate UK context.
