BioFuelHQ Accessibility & Disability Access Policy

BioFuelHQ provides telehealth pre-qualification and related services. People with disabilities must be able to understand what we offer, complete a medical intake, upload documents, read a provider's response, and manage their account.

We treat accessibility as part of building and operating the service, not as an add-on. Accessibility defects are handled as real defects, prioritised alongside other work.

Our technical target is the Web Content Accessibility Guidelines (WCAG) 2.2, Level AA.

BioFuelHQ is actively working toward conformance with WCAG 2.2 Level AA. We do not claim to be "fully ADA compliant" or "guaranteed compliant". Those are not statements any organisation can responsibly make about a service that changes over time, and we would rather tell you what we actually do.

This policy covers the public BioFuelHQ website, the patient pre-qualification and status portal, patient account functions, and the staff and provider interfaces used to deliver the service.

It also covers how we handle accessibility in systems operated by third parties on our behalf, to the extent we can influence them. See Third-Party Content and Services.

Every interactive control on the core journey can be reached and operated with a keyboard alone — no mouse required. This includes navigation, menus, forms, the medical intake, file upload, and payment controls.

Keyboard focus is always visible, follows a logical order, and is never trapped in a component you cannot leave.

Pages use semantic HTML — real headings, lists, landmarks, buttons and links — so assistive technology can convey structure. We prefer correct native HTML over decorative ARIA.

Form controls have programmatic labels. Status changes and validation errors are announced rather than shown only visually.

The pre-qualification intake presents one question at a time. Each step announces its position ("Step 3 of 10"), every control has a label, and moving between steps places keyboard focus where you would expect it.

Errors identify the specific field and what to correct, in text. Placeholder text is never used as a field's only label, and errors are never communicated by colour alone.

Going back preserves your previous answers, so a mistake does not cost you the whole form.

Text and interface colours are chosen to meet WCAG 2.2 AA contrast thresholds. Information is never conveyed by colour alone — status, errors and clinical indicators always carry a text label or other non-colour cue.

The site remains readable and usable at 200% browser zoom and at narrow mobile widths without requiring horizontal scrolling of the page.

Images that carry meaning have concise alternative text describing what matters about them. Purely decorative images are marked so assistive technology skips them rather than reading noise.

We do not use alternative text for search-engine keywords.

BioFuelHQ does not currently publish video or audio content on this website. If we add it, we will provide captions for recorded video with audio, and a transcript or equivalent alternative.

If a future telehealth video visit is offered, we will document its accessibility separately, including any limitations of the third-party platform used.

Animation on this site is decorative. If your device or browser is set to reduce motion, we honour that setting and suppress non-essential movement.

No task requires you to perceive an animation in order to complete it.

Controls are sized and spaced so they can be operated by touch, including by people with limited fine motor control. The service works in portrait and landscape and does not require a particular device orientation.

Signing in does not require solving a puzzle, transcribing an image, or performing a cognitive test. Password fields work with password managers and with browser autofill, and pasting into them is permitted.

Where an account is temporarily locked after repeated failed sign-in attempts, the message explains what happened in plain text.

Health information must be understandable through assistive technology. The status of your request, what a provider has asked for, and any next steps are conveyed in text — never only through colour, an icon, position on the page, or a hover effect.

Clinical risk indicators shown to our providers likewise carry text labels rather than relying on red, amber or green alone.

If a disability prevents you from accessing information, completing a form, uploading a document, using an account function, or using any other BioFuelHQ service, we will make reasonable efforts to provide an accessible alternative where practicable.

You do not need to disclose a diagnosis or any medical detail to request assistance. Telling us what is not working is enough.

If you are experiencing a medical emergency, call 911 or seek appropriate emergency medical assistance. This page is not a route for urgent medical help.

If you encounter a barrier, please tell us. Helpful details include the page address, what you were trying to do, the browser or assistive technology you were using, and what happened instead. Any of these help; none are required.

Email: support@biofuelhq.co

Please do not include medical details in an accessibility report. Ordinary email is not a secure channel, and we do not need that information to fix a barrier.

When you report an accessibility barrier, we will:

1. Acknowledge your report.
2. Ask only for information needed to understand the problem.
3. Attempt to reproduce the barrier.
4. Offer a temporary alternative way to complete your task where we reasonably can, while the underlying issue is being fixed.
5. Prioritise the issue according to its impact.
6. Correct the underlying defect in the application itself.
7. Retest, including in the way it was originally reported.
8. Tell you the outcome.

We will not dismiss a barrier you report simply because our automated testing did not detect it. Automated tools find only a portion of accessibility problems, and your experience is evidence.

Non-retaliation. No one will be penalised, refused service, or treated differently for raising an accessibility concern or requesting an accommodation in good faith.

We treat as highest priority any barrier that prevents someone from completing the medical intake, uploading a required document, reading a provider's decision or request, signing in to their account, or making a payment for an assigned treatment.

Barriers on informational pages are also fixed, but a barrier that blocks access to care is handled first.

Some parts of the experience involve systems BioFuelHQ does not build or control — for example our payment processor, and, where applicable, laboratories, pharmacies, and communication tools.

We do not claim control over the accessibility of those systems. We are responsible for the parts we build: the button that starts a payment, the description of what is being paid for, the status shown afterwards, and any error message we present.

Where a third-party system creates a barrier, we will investigate, raise it with the vendor, and offer a reasonable alternative way to complete the task where practicable.

We aim to support current versions of major browsers on desktop and mobile, used with current assistive technology, including screen readers, screen magnification, speech recognition, and operating-system contrast and text-size settings.

Very old browsers or assistive technology may not support the standards this site relies on.

This site relies on HTML, CSS and JavaScript. JavaScript is required for parts of the experience, including the step-by-step medical intake. Where JavaScript is used, we implement it so that assistive technology can still convey structure, state and change.

Our testing combines:

• automated checks run against representative pages in every area of the application;
• keyboard-only operation of complete workflows;
• visible-focus inspection;
• testing at 200% zoom and at narrow mobile widths;
• reduced-motion testing;
• colour contrast measurement;
• review of headings, landmarks, labels and status messages.

Automated testing alone is not sufficient and we do not treat a clean automated result as proof of accessibility.

Automated accessibility checks run as part of our regular testing, so a change that introduces a regression is caught rather than discovered by a user months later. Manual review is repeated when a significant feature changes, and periodically regardless.

Accessibility requirements apply when work is built, not retrofitted afterwards: semantic markup, labelled controls, keyboard operability, visible focus, sufficient contrast, and non-colour status indicators.

We do not use an accessibility overlay or widget in place of accessible code. Overlays do not fix the underlying application, and can interfere with the assistive technology someone already uses and trusts.

When selecting a vendor or integration, we consider its accessibility alongside security, privacy and clinical suitability, including any conformance documentation the vendor provides.

Where a necessary vendor has known accessibility limitations, we plan an alternative route for affected users rather than treating the limitation as acceptable.

Everyone who builds, configures or publishes content for BioFuelHQ is responsible for meeting this policy in their own work, including contractors and agencies. Accessibility is not delegated to a single reviewer at the end.

Published content uses meaningful headings in a logical order, descriptive link text rather than "click here", plain language where possible, and text alternatives for images that carry meaning.

BioFuelHQ does not currently publish PDFs or downloadable documents as a required part of the patient journey. If we do, we will provide an accessible version or an equivalent accessible alternative on request.

Documents that you upload — such as laboratory results — are stored securely for provider review and are not converted or republished by us.

Requesting an accommodation does not require you to disclose a diagnosis or other medical information, and we will not ask for more than we need to resolve the barrier.

Accessibility correspondence is handled under the same privacy commitments as the rest of our service. See our Privacy Policy and Notice of Privacy Practices.

We publish known limitations rather than hiding them. As of the review date above:

• Hosted payment pages. Payment is completed on our payment processor's own hosted page. Its accessibility is determined by that vendor, not by BioFuelHQ. If you cannot complete payment there, contact us and we will arrange an alternative.
• No independent audit yet. Our testing is internal. We have not yet commissioned a third-party accessibility audit or published a formal conformance report (such as a VPAT/ACR).
• Screen reader coverage. Our review uses semantic and programmatic inspection. We have not yet completed structured testing across every combination of screen reader, browser and operating system.

No barrier currently known to us prevents completion of the core patient workflow — pre-qualification, document upload, reading a provider response, and account access. We continue to monitor, and we will update this list as our testing extends.

BioFuelHQ is actively working toward conformance with WCAG 2.2 Level AA. We describe our status as "partially conformant": most of the service meets the standard, and the limitations above are documented rather than claimed to be resolved.

We will state full conformance only when an assessment supports it.

We keep dated records of accessibility reviews — what was tested, the methods used, defects found, fixes applied, and limitations that remain — so progress can be shown over time rather than asserted.

These records contain no patient information.

This policy is reviewed when the service changes materially, and periodically regardless. The review date at the top of this page reflects the most recent review.

Email: support@biofuelhq.co

Please tell us what you were trying to do and what happened. You do not need to include any medical information.

If you are experiencing a medical emergency, call 911 or seek appropriate emergency medical assistance.