First, understand what you're holding
A demand letter is a pre-lawsuit document. It claims your website violates the ADA, asks you to fix it, and almost always asks for money — typically framed as a settlement to avoid litigation. It usually gives you a short window, often around 30 days, to respond.
Most of these are templated and sent in volume. That doesn't make the underlying issue fake — your site may well have real barriers — but it does mean you're one of many, and there is a known, level-headed way to handle it. A letter is not a court judgment. You have time to respond correctly.
The first 48 hours: do this
- Note the deadline — and breathe. Write down the response date. You are not on the hook for an instant answer, but the clock is real.
- Preserve everything. Keep the letter and envelope, save any emails, and take dated screenshots of your site exactly as it is today. You want a clean record of what existed when the claim arrived.
- Call an attorney first. Find one who handles ADA / accessibility matters. Do this before you reply to anyone. The cost of an hour of advice is tiny next to a mishandled response.
- Verify it's legitimate. Look up the sender and the firm. Some letters are opportunistic shakedowns; a real one names a plaintiff, cites specific barriers, and comes from a traceable law office.
- Get an honest read on your site. Have your site audited against WCAG 2.2 AA so you — and your attorney — know your actual exposure, not a guess.
What not to do
- Don't ignore it. Silence can escalate to a filed lawsuit or a default — the worst outcome.
- Don't call the plaintiff's attorney to argue. Anything you say — including an apology — can be used. Let your lawyer communicate.
- Don't slap on an overlay widget. It won't fix the underlying code, and sites running overlays still get sued.
- Don't assume paying ends it. After you settle, your site is still non-conformant — you can be approached again, and you still have to remediate.
What usually happens next
Most of these resolve through a private settlement rather than a courtroom. Reported settlements commonly land in the $5,000–$25,000 range, and an attorney can often negotiate terms. Settlements frequently also require you to remediate the site and sometimes to maintain monitoring — so the fix is coming either way.
If it does escalate to litigation, costs climb quickly once attorney fees enter the picture. That is exactly why a fast, documented remediation plan strengthens your position.
Make sure it never happens again
Settling a letter without fixing the site just buys you time before the next one. The durable move is to bring the site to WCAG 2.2 AA conformance, publish an accessibility statement and audit, and keep it maintained as you make changes.
- Start with the foundations: ADA Website Compliance, in Plain English.
- Work through the WCAG 2.2 AA checklist to find your gaps.
- Publish a statement today with the accessibility statement generator.
Quick answers
Is a demand letter the same as a lawsuit?
No. It's a pre-litigation demand. Handled well, most never become a filed lawsuit — but ignoring one can lead to exactly that.
Can I just ignore it?
Don't. Ignoring it removes your chance to resolve things on favorable terms and invites escalation.
Will paying make it go away?
It ends that claim, but your site is still non-conformant afterward. Without remediation you remain exposed to new claims.
How do I know if it's a real claim or a scam?
A legitimate letter names a plaintiff, cites specific barriers on your site, and comes from a real, searchable law firm. If anything looks off, your attorney can verify it before you respond.
Educational information only, not legal advice. Consult a qualified attorney about your specific situation.