Delete your account

How to ask

You do not need the app installed and you do not need to sign in. Ask us in whichever of these suits you, from the phone number on the account if you can, because it is the fastest way for us to know the request is really yours.

• Email support@guyway.gy, which opens a message with the details we need already written out.
• WhatsApp +592 655-7775.
• In person at the GuyWay hub, 2874 Greenfield, Providence, East Bank Demerara.

Tell us the mobile number on the account, the name on it, and whether you are a rider or a driver. We may ask you to confirm something only the account holder would know, because closing the wrong person's account would be worse than a short delay.

What is erased

When your account closes, these go and do not come back:

• Your name, mobile number, email address and any address on the account.
• Your sign-in, every device you were signed in on, and any saved password or code.
• Saved places, favourites and home or work addresses.
• Saved payment methods. GuyWay never holds your card number; the payment provider does, and our record of it is removed.
• Messages and voice notes between you and a driver, and anything you sent our support team.
• Your position history from the app, and for a driver every position their phone reported.
• Notification settings and anything we were tracking for you, such as a flight.

What we have to keep

Some records cannot be deleted on request, and it is fairer to say so plainly than to promise otherwise. Completed rides and the payments for them are kept for eight years, which is the period Guyana’s Income Tax Act requires for business records. The same applies to a driver’s settlement statements and the documents behind them, which are also employment and tax records.

What changes is that they stop being about you. Your name and number are removed from them and replaced with a reference that cannot be traced back to a person. We can still count how many journeys were made on a Tuesday evening; we can no longer tell that one of them was yours. If someone is later issued your old mobile number, they will see nothing of your history.

Before an account can close

A few situations have to be settled first, and we will tell you which one applies:

• A ride that is happening right now, or one booked for later that has not been cancelled.
• A fare that has not been paid.
• For a driver: a car still signed out, a balance owed to GuyWay, or a rental agreement that has not ended.

These are not ways of keeping you. Deal with the one we name and the account closes.

How long it takes

We reply within 24 hours, and WhatsApp is answered around the clock. The account closes within seven days of us confirming the request is yours. Backups are overwritten on their own cycle, so a copy can persist for a short period after that before it is gone for good.

Doing it in the app

You can also close your account from inside the GuyWay app, under your account settings, where you can download a copy of everything we hold about you first. If you have already removed the app from your phone, use this page instead; there is no need to install it again.

Questions

If you want to know what we hold without closing anything, ask and we will send you a copy. Our Privacy Notice explains what we collect, why, and the rights you have over it.