1. The standard.
We commit to WCAG 2.2 AA across all member-facing surfaces. We treat AA as the floor, not the ceiling, and we aim for AAA on critical clinical paths (medication entry, allergy entry, emergency contact, telehealth visit, eligibility recap, mint ceremony). We comply with Section 508 of the Rehabilitation Act for any government-facing surface, with the EU EN 301 549 standard for our European pages, and with the ADA's effective-communication requirement for clinical communications.
2. Covered surfaces.
- The marketing front door (conceptualhealth.com).
- The eleven Conceptual Health® properties (Guardian Orb™, Clinical, Provider AI, hc.exchange, Datavault, Pharmacy, Chain, University, Church, Social).
- Native iOS and Android apps.
- Member email, SMS, and printed correspondence.
- The Trust Center, governance log, and SEC filing pages.
3. What we do.
- Keyboard: every interactive element is reachable and operable by keyboard alone; visible focus rings on every focusable element; tab order matches visual order.
- Screen readers: semantic HTML, ARIA only where semantic HTML cannot express the relationship, descriptive labels on form fields, alt text on every meaningful image (decorative images carry empty alt).
- Contrast: minimum 4.5:1 for body text and 3:1 for large text and UI components, including in the dark theme.
- Motion: we honor
prefers-reduced-motion; the wallet-mint ceremony, scroll-driven animations, and the orb idle animation degrade to static states. - Type: page text scales to 200% without loss of content or function. We use a base size of 17px and a line-height of 1.55.
- Color: we never communicate critical state by color alone; every status carries a label or icon.
- Forms: error messages are programmatically associated with the field; success and error are both announced to assistive tech.
- Captions and transcripts: every product video and every recorded telehealth visit carries human-reviewed captions; written transcripts are available on request.
- Plain language: we write at the grade level appropriate to the audience; medication labels and consent forms are tested with members for comprehension.
4. Known gaps.
- The chain explorer's transaction graph visualization (
/chain/explorer.html) is not yet keyboard-equivalent; a tabular alternative is provided on the same page. - The orb's idle animation can render at higher frame rates than some assistive overlays expect; reduced-motion mode is the recommended workaround.
- Future SEC filings imported as PDFs (e.g. from EDGAR, post Reg-A+ qualification) may not be fully accessible at the source; we re-typeset our own copies in HTML on the Disclosures page.
Each known gap has an open ticket and an estimated resolution. The list above is updated quarterly; the next refresh is scheduled for 2026-04-01.
5. Audit and testing.
We test internally with axe-core in CI on every pull request, with VoiceOver, NVDA, and TalkBack manually each release, and with members who use assistive technology in our beta cohort each quarter. We engage an external auditor (Deque Systems) annually for a full WCAG 2.2 AA audit; the most recent report is dated 2025-09-12 and is available on request.
6. Alternatives.
If a surface is not yet accessible to you, we will provide the same information or service in another format on request, at no additional charge: a phone visit instead of a video visit, a printed copy instead of a digital one, a one-on-one walkthrough of the eligibility recap, or any other accommodation that solves the actual problem.
7. Feedback and enforcement.
Tell us what we missed. accessibility@conceptualhealth.com · 1-800-CHC-A11Y · TTY 711. We commit to acknowledge every report within two business days and to provide a written remediation plan within twenty business days. If we have not resolved the issue to your satisfaction, you may escalate to the Patient Ombudsperson (ombuds@conceptualhealth.com) or, for U.S. members, file a complaint with the U.S. Department of Justice under the ADA.