Frequently asked questions
Short answers for operations, drivers and riders. Every answer states GuyWay's published facts; where a figure is not published yet, the answer says to check with GuyWay operations.
Open a question to read the answer. Each question is also a page of its own, so it can be linked from a ticket or a WhatsApp reply.
Drivers
Slots
What is a slot?
A slot is the block of hours you book the car for, in day, night or weekend packages. You choose which slots to book; nobody assigns you hours. The slot rent appears on your statement. For the current packages and their rent, Check with GuyWay operations.
How do I release a slot I cannot use?
Release the slot in the app as early as you can. A slot released with the published notice earns a release credit on your statement; a slot released late or not at all does not. The notice period is published with the slot packages; Check with GuyWay operations.
Hub
Where do I collect and return the car?
At the GuyWay hub, 2874 Greenfield, Providence. The handover is done there with an operations team member: photos of the car, the charge level and the key card are recorded at collection and at return.
How do I charge the car at the hub?
Park at a hub charger, plug in and check the charge light on the car. The charging card and the hub charger are for the GuyWay car only. If the car does not start charging, unplug, plug in again, and if it still does not charge tell operations on WhatsApp.
What charge level should the car have when I return it?
Return the car at or above the published return level. A car returned below it carries a recharge charge on your statement. The level and the charge are in the published charges; Check with GuyWay operations.
What happens when the battery gets low?
At 25 percent or less, with the cable out, you receive a WhatsApp message asking you to finish the current ride, go offline and bring the car to the hub to charge. At 15 percent operations is alerted as well. Plan charging before that point: the ride offers you receive depend on the charge.
Key card
What is my key card and what if I lose it?
The key card unlocks the car when you tap it on the door pillar and lets you drive when you tap it on the console. It is handed over with the car and returned with it. If you lose it, tell operations on WhatsApp at once so the card can be removed from the car; a replacement card carries the published charge.
Do I need a Tesla account or the Tesla app?
No. GuyWay drivers never sign in to a Tesla account. The key card is the only key, and the GuyWay Driver app is the only app you need.
Statement
Where do I see my monthly statement?
Open Statement in the app. Each statement covers one calendar month, Georgetown time, and shows the fares collected, the published charges, the slot rent, any damage recovery instalment and the net balance.
What charges can appear on my statement?
Only the published charges: cleaning, late return, failed handover, administration, the brand kit, and damage recovery. Damage recovery is capped at the insurance excess of GYD 165,000, is zero when you are not at fault, and is recovered in instalments of at most one third of the net balance of a statement. A repair invoice is shared before anything is recovered.
How do I question a line on my statement?
Raise it from the statement in the app or on WhatsApp within 30 days of the statement date, naming the line. Operations replies in writing; the reply target is published with the driver agreements, Check with GuyWay operations.
Documents
Which documents do I need to drive with GuyWay?
A driving licence, a hire-car licence, a police clearance, your NIS registration and an ID. Each has a renewal date recorded in the app.
What happens when a document expires?
The app reminds you before the date. Once a document has expired, platform access is suspended until the renewed document is uploaded and checked. Upload the renewal as soon as you have it.
Safety
What happens when I press SOS?
The alert appears on every console screen at once and operations calls you back. If anyone is in danger, call 911 first, then press SOS. After an accident, stay with the car, take photos and wait for operations' call.
Can the car be immobilised while I am driving?
No. Under clause 6.3 of the rental agreement a car is never immobilised while occupied or moving, and never for a low battery. Immobilisation is limited to non-return after 48 hours written notice, theft, and dangerous operation. You may obtain two emergency releases of 24 hours in any rental month.
Notifications
How will GuyWay contact me?
By WhatsApp on the number you gave at sign-up, and by notifications in the app. Battery recalls, handover reminders and statement notices all arrive on WhatsApp. Keep the number current in your profile.
Rules
Can I take passengers outside the app?
No. Every passenger ride in a GuyWay car is booked and paid through the platform. Keeping a rider's contact details for a private booking is also not allowed. Personal use of the car is a separate allowance with its own km limit; Check with GuyWay operations for the current figure.
Riders
Safety
How does SOS work in the rider app?
During a ride, press SOS in the app. Operations sees the alert at once with the car's location and calls you. If you are in immediate danger, call 911 first. SOS is monitored 24 hours a day.
What is the pickup PIN?
A short code shown in the app when your driver is assigned. Tell it to the driver before you get in; the driver enters it to start the ride. If the code does not match, do not get in and contact support.
Can a child ride alone?
No. Riders under 18 travel with an adult account holder.
Booking
How do I book a ride?
Open the app, set the pickup and the destination, and the app shows the fare before you confirm. Confirm, and you receive the driver, the plate and the pickup PIN by WhatsApp and in the app.
Can I schedule a ride for later?
Yes. Choose a time when you book. You can edit or cancel a scheduled ride in the app until it is dispatched to a car.
Where does GuyWay operate?
Georgetown and its surroundings, the CJIA corridor, Ogle, the East Coast, Parika and the Bartica corridor. Areas outside these are not served yet; the app tells you when a pickup or a destination is outside coverage.
How will I be notified about my ride?
By WhatsApp on your mobile number and by notifications in the app: driver assigned, car arriving, car arrived, and the receipt after the ride.
How do I contact my driver?
From the ride screen, choose call or message. Numbers are masked in both directions, so neither of you sees the other's number.
Fares
How much does a ride cost?
The published tariff for a GuyWay ride is GYD 2,000 plus GYD 375 per km. The app shows the fare before you confirm, and that is the fare you pay. Tolls are added at cost. Airport rides have their own fixed fare shown in the app.
Is there surge pricing?
No. GuyWay does not raise fares at busy times or in bad weather. The fare you see before you book is the fare you pay.
What can change the fare after I book?
A changed destination, an added stop, waiting beyond the included time, and tolls at cost. Each is shown on the receipt as its own line.
Payment
How do I pay?
In the app, with a Visa or Mastercard, MMG, Apple Pay or Google Pay. Add a payment method before your first ride. Fares are cashless: drivers do not take cash for a fare.
Can I pay cash?
No. Fares are paid in the app by card or MMG. You may tip the driver in cash if you wish; the tip is entirely the driver's.
What happens if my payment fails?
The app tells you and lets you retry with the same method or another card or MMG. The ride stays open as waiting for payment until it clears. If it fails twice, contact support on WhatsApp with the ride number.
Can I tip my driver?
Yes. Add a tip in the app for up to 30 days after the ride, or hand it to the driver in cash. One hundred percent of a tip goes to the driver.
Cancellation
What does it cost to cancel?
Cancelling is free within 3 minutes of the driver accepting. After that it is GYD 300, and GYD 500 once the car is standing at the pickup, because by then the driver has driven there and waited. The amount is shown on the screen before you confirm, your first fee in any 30 days is waived, and a fee is added to your next ride rather than taken at the time. A scheduled ride cancelled before dispatch costs nothing.
What is a no-show fee?
If the driver has arrived and messaged you, and you are not at the pickup 5 minutes later, the ride is closed as a no-show and GYD 500 is recorded. The app will not let a driver close a ride as a no-show unless it has seen that message. Nothing is taken at the time: the fee is added to your next ride and shown before you pay it, your first fee in any 30 days is waived, and an operator can drop a fee you dispute without escalating it.
Receipts
Where is my receipt?
A receipt is emailed after every trip to the address on your account. To send it again, open Trips in the app, choose the ride and Resend receipt. To correct the email address, update your profile first.
How do I dispute a fare?
Open the trip in the app and choose Report a problem or dispute a fare, pick what went wrong, and you get an answer on the spot. On WhatsApp, write to +592 655-7775 and say what happened; if you took more than one ride this week, we ask which one. If you were charged more than the price you were shown, you get the difference back automatically.
Anything we cannot settle on the spot goes to a person on our team, who replies within 2 hours. You can raise a problem up to 30 days after the ride; answers are immediate for the last 7 days.
See also How do refunds and ride credit work?.
How do refunds and ride credit work?
When the mistake is ours. If you paid more than the price you were shown, were charged for a ride that did not happen, or your booked driver was late, we pay it back. You choose: the money back to your card or MMG account, or 120% of it as ride credit. A booked pickup 10 to 19 minutes late puts 25% of the fare on your account as credit straight away; 20 minutes or more and the ride is yours back in full.
When the ride was not good enough. If the car, the driving or the route let you down, choose 50% of the fare back to your card or the whole fare as ride credit.
A rating of 3 stars or less. We add ride credit to your account at once (20% of the fare for 3 stars, 40% for 2, 50% for 1), and you will not be matched with that driver again. For 1 or 2 stars someone from our team also contacts you within 2 hours.
About ride credit. Credit GuyWay gives you (an apology, a promotion, a referral reward) is used first on your next rides, lasts 12 months for an apology and until the date shown for a promotion, and cannot be exchanged for cash.
Credit you bought works like a gift card: it does not expire and pays for GuyWay rides in the app.
Money back to a card usually shows on your statement within 5 to 10 business days, depending on your bank.
Lost items are always returned free: see I left something in the car.
Some cases need a person rather than an automatic answer: safety, an accident, a company account ride, or a ride more than 7 days old. A person replies within 2 hours.
Lost items
I left something in the car. What do I do?
Report it from the trip in the app, or on WhatsApp on +592 655-7775 with the ride number and a description. We message your driver straight away and our team takes it from there. Returning it is always free: choose delivery to you, within 24 hours of it being found, or collection at our hub at 2874 Greenfield, Providence.