We are all in this together

COVID-19 Toast Customer Winter Relief Package FAQs

Update 12/7/2020

3 months free of Toast Online Ordering, Toast TakeOut, Toast Marketing* and Toast Payroll** to current Toast customers

Toast Online Ordering, Toast TakeOut, Toast Marketing

If you are a current Toast Online Ordering, Toast TakeOut and/or Toast Marketing customer, you will automatically receive 3 months free of related software fees* across December, January and February. You do not have to do anything, we will take care of this for you. 

If you do not have Toast Online Ordering, Toast TakeOut, and/or Toast Marketing; you can sign-up for the modules below. 

  • Toast Online Ordering + Toast TakeOut: Sign-up by 12/31/2020 and get your first 3 months free*. Provide delivery and takeout options for your guests to enjoy your meals from the safety of their homes. Sign up now. 

  • Toast Marketing: Sign-up by 12/31/2020 and get your first 3 months free*. Communicate with your guests about the actions you are taking and how they can support you through email marketing. Sign up now.

*Toast Reseller Partner customers may not be eligible. Customers who have financed through a third party and annual-billed customers are not eligible. Full terms and conditions available here.

Toast Payroll & Team Management

  • Toast Payroll: Sign-up and go-live on Toast Payroll by 1/31/2021 and get Q1 2021 of software fees for free**. Get a demo.

**Exclusive of fees for implementation and add-on services. Customers that have previously purchased the Payroll Module, and which are currently live or in the process of going live on the Payroll Module, are not eligible for this Promotion. Full terms and conditions available here.

Offer may not be available to you if you purchased Toast through a Toast Reseller Partner, please discuss your options with that representative.


Update 11/24/2020

Now, more than ever, the Toast Team is committed to your success. You have already shown tremendous resiliency in 2020. As we prepare for an uncertain winter, we are doubling down on our support to help the restaurant community. 

Here are the actions we are taking: 

First, to help you navigate the short-term, we will provide millions of dollars of financial relief in the form of a one month credit toward software fees for current Toast customers^. You do not need to do anything to receive the credit — we will manage this process for you. 

In the past year, we have witnessed so many acts of kindness and hospitality from Toast customers. The effects of COVID-19 have been felt by everyone, but often the impact is felt disproportionately. Heading into the holiday season, we want to offer Toast customers the chance to give back to restaurants in need. If you would like to forego your one-month of SaaS credit to help restaurants that are facing significant hardships, let us know here by 12/31/20. 

Second, we know many restaurants have had to shift their business models and introduce new concepts to help drive additional revenue. We’ll continue to partner alongside you, offering advice and resources to help you stay open and thrive. We’ll give you access to playbooks and a virtual event series packed with best practices to consider for your restaurant. 

We are also working on additional Toast product offers, partner promotions and more. We will share more details in the next few weeks. 

We know 2020 has been challenging. We continue to be committed to you, the greater community, and providing a delightful guest experience so we can all get back to doing what we love.



Winter Relief Package FAQs

One month credit of software fees

How will I receive my one month credit of software fees?

We will begin processing refunds for the one-month free subscriptions on December 1, 2020 date.* If you have multiple locations associated with your account, the amount sent to your bank account will be the sum of all the credits for your locations associated with that bank account. 

Here is how you can expect that refund: 

  • If you are billed monthly: you will receive a credit on your next monthly invoice issued after 12/1/20. 
  • If you are billed annually: you will receive a refund within 60 days, into your bank account on file with Toast. 
  • If you have third-party financing: you will receive a refund within 60 days from Toast into your bank account on file with Toast. 

If you'd like to forego your one-month SaaS credit to help restaurants that are facing significant hardships, please fill out this form by December 31, 2020. 

If you sign up to forego the credit, you will still receive the credit for December. You will then be charged for December plus January on your January invoice, so make sure to budget accordingly.

Are there any products that are excluded from the one month credit of software fees? 

Yes, Toast Payroll and Team Management is excluded from the one month of SaaS relief. You will be billed as normal for Toast Payroll and Team Management. As a reminder, Toast Payroll and Team Management is a variable rate product and as employee counts change you will be billed in accordance. 

Does the offer of one month credit of software fees extend to financed deals, and if so, how? 

Yes! The one month credit of software fees applies to financed deals as well. If you are billed through third-party financing, you will receive a deposit to your bank account on file for the amount of your one month credit.

Will Toast offer additional SaaS credits if my restaurant needs to shut down for longer?

We are currently not planning on extending additional credits.

I just signed a contract to go live with Toast POS, but plan on launching Toast POS soon.  Am I eligible?

In order to qualify for the one month credit, you have to launch Toast POS by 12/31/20.

Does this include Toast Now only Customers? 

Yes, Toast Now Customers are eligible for the one month free SaaS credit. 

Can you please reduce my credit card processing rates? I can't accept cards in-person anymore because of COVID-19. Can you please make my keyed rate the same as my swiped rate? 

The reason we are unable to reduce our keyed-in rate is that for every transaction that Toast processes, Toast pays the cost of processing which is set by credit card brand networks like Visa, Discover, and Mastercard. The processing costs for keyed transactions (also known as “Card Not Present”) are higher than for swiped transactions due to the higher risk of fraud associated with keyed transactions. This higher cost is set by the card brand networks and requires Toast to charge a higher rate to cover the increased costs of these transactions. As of now, the card brand networks have not made any reductions or any changes to the processing cost of Card Not Present transactions. 

In order to help avoid Card Not Present chargebacks, we utilize real-time machine-learning fraud protection and employ encryption and tokenization technologies to protect guest data. Our dedicated Fraud team is also here if you have any questions.

While we are unable to reduce your keyed-in rate, we are committed to your restaurant’s success during this difficult time. 

^Offer may not be available to you if you purchased Toast through a Toast Reseller Partner, please discuss your options with that representative. Payroll and Team management software fees are excluded from the one month credit. Full terms and conditions available here.