Frequently asked questions

A slot is a block of hours during which you hold a GuyWay car. You pick a line, the same hours on set days, for the whole season under Your slots, from groups such as Morning, Day, Late and Night. You choose; nobody assigns you hours. There are at least 10 hours between two slots and at most 6 slots in any seven days. Rent for each slot and the insurance contribution of GYD 325 per slot appear on your statement.

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For one slot, answer No when Home asks whether you are working that day; the slot goes to another driver, and saying no costs nothing. To give up your whole line, ask the desk. The notice period is in your Schedule 1, and the release credit in clause 1.3 of the rental agreement.

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At the GuyWay hub, 2874 Greenfield, Providence. At collection you walk round the car in the app: six photos, any damage marked, the charge and odometer, and three ticks. The desk confirms them. At the end of the slot you hand the car back the same way.

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Park at a hub charger, plug in and check that the car shows it is charging; Home then reads Charging. A car leaves the hub at 80 percent or more, so you never have to charge it during a slot. The charging card and the hub charger are for the GuyWay car only. If the car does not start charging, unplug and plug in again, try another charger, and tell operations on WhatsApp.

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Plug the car in when you hand it back at the hub; the hand back in the app asks for a photo of the cable if the car does not report it. Clause 5.3 of the rental agreement says a shared car is handed over at the state of charge in your Schedule 1, failing which the published recharge fee applies. Check your Schedule 1 under Your agreements, or check with GuyWay operations.

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At 25 percent or less you receive a WhatsApp message asking you to finish the current ride and return to the hub to charge, and you are offered only rides that end within 4 km of the hub. At 15 percent or less the message tells you not to take new rides and to return now, and you cannot go online again until the car is above 15 percent. Between 23:00 and 05:00 the 25 percent message waits until 05:00; the 15 percent one does not. Every ride you are offered must leave 15 percent in reserve after the drive back to the hub.

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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.

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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.

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Open the Statement tab. Each statement covers one calendar month, Georgetown time. Pick the Month to see the fares, expenses, discounts and what is yours, and tap Show details for every line. Once the statement is issued, Open the statement opens it, and Dispute it lets you dispute it within 14 days.

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Only what your two agreements allow: the platform and dispatch fee of 10 percent, maintenance of 7 percent and charging of 5 percent of fares, payment processing at cost, slot rent, the insurance contribution of GYD 325 per slot, any Damage Waiver you chose, GYD 1,000 for each cancellation beyond 2 free a week, and the published charges for cleaning, recharging, late return, handover failure and administration. Damage you caused is recovered up to the excess of GYD 165,000 per incident, after you have the repair invoice, in instalments of at most one third of a statement's net balance.

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Open the Statement tab, tap the ride or line under Every line, pick the reason and say what you expected. You get a ticket number, and someone replies within five business days; a correction lands as an adjustment on the next statement. To dispute the statement as a whole, tap Dispute it within 14 days of its issue.

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To go online you need a driver's licence, a hire car licence, a police clearance certificate, the insurer's approval, your NIS card, a national ID or passport, the two agreements signed in the app, and the Driver Data Notice (version 1.8) confirmed in the app. A medical certificate and a proof of address are optional, but your agreements print your address from the proof of address. You scan each document in the app under Documents; the licences, the police clearance and the insurer approval carry an expiry date.

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From 30 days before the expiry date, the document shows Expires soon and Home warns you. The day after a required document expires, you go offline, even in the middle of a session: a trip already started is finished first, and a ride you accepted but have not started goes to another car. You can go online again once the renewal is approved. Scan the renewal in the app under Documents as soon as you have it; a renewal sent early does not stop you while the old document is in date.

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The desk gets a critical ticket with your car, your ride and your position, and is paged again and again until somebody answers. Your SOS contacts, if you added any, get a link showing where the car is and nothing else. If operations could not be reached, the app says so: call 911 if you are in danger, or +592 655-7775. For a medical emergency, a fire or a crime in progress, call 911 first. After an accident, use Report an incident in the app.

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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 notice, theft, and dangerous operation, and only an administrator can do it. You can ask for an emergency release of 24 hours, twice in a rental month, by calling +592 655-7775.

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Through the GuyWay Driver app: ride offers, scheduled ride reminders, statement notices and replies to your questions arrive as notifications, and slot questions and notices show on Home. Battery recall and battery critical messages arrive on WhatsApp. A 48-hour notice on your car arrives at once in the app, as a notification and a card, and as a message on WhatsApp (SMS if you have not opted in). Notifications must be on for you to go online. Your number is on your driver record; to change it, see the desk at the hub.

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No. Every rider carried in a GuyWay car is booked and charged through the platform, and fares are never taken in cash. Keeping a rider's contact details for a private booking is also not allowed. Personal use of the car is allowed only if your Schedule 1 permits it, within the km per month it sets.

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English, Spanish, Portuguese, French and Dutch. It follows your phone, or choose under Account, Settings, Language. Notifications, messages and receipts follow your choice. Prices stay in Guyana dollars, and the terms and the tax invoice stay in English.

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Open Account, Settings, Privacy centre and tap Delete account at the foot. Type DELETE and tap Delete my account. A running ride, an unpaid fare or bought credit must be settled first. See Delete your account.

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Hold Hold SOS on the ride screen for one second; there is no confirmation step. GuyWay operations gets a critical alert with your ride and the car's position, and every trusted contact is texted a tracking link. The driver is not told. If you are in immediate danger, call 911 first.

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A four-digit code you tell the driver at the car before the trip starts. By default it is the last four digits of your number, and it is asked on rides from 22:00 to 05:00. Under Account, Pickup PIN, you can choose Every ride, or choose your own PIN, which the app then does not show again. See The pickup PIN.

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Yes. Once a driver has accepted, tap Safety, then Share trip. GuyWay can send the live link to your first trusted contact by WhatsApp or SMS, or tap More options to send it yourself. The link shows the ride's status, where the car is and the time to arrival, and stops when the ride ends. Trusted contacts can also get every trip automatically.

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No. A rider under 18 travels with an adult, and the account holder answers for the ride. The driver may refuse to start when a child is alone at the pickup. See Riders under 18.

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By notifications from the app: when a driver accepts, when the car is about 2 minutes away, when it arrives, when the trip starts and when it ends. A ride booked ahead also gets a reminder before the pickup. Ride notifications cannot be turned off and still come during quiet hours. A ride booked on WhatsApp gets its updates on WhatsApp.

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Tap Where to? on the Home tab and enter the destination, or tap the microphone and say it. Under Choose a ride, pick GuyWay or GuyWay Executive; each shows its price before you book. Tap Book this ride, and confirm the pickup spot if asked. See Book a car now.

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Yes. Tap Later beside Where to?, or Reserve on the Services tab, and choose the date and pickup time in Georgetown time. The screen states how far ahead you can book and how much notice is needed. Under Upcoming on the Activity tab, tap Change to move the ride until a driver has taken it, or Cancel. See Schedule a ride for later.

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Georgetown, the East Bank Demerara to Timehri and CJIA, Ogle, the East Coast Demerara and West Demerara to Parika. Linden, the Bartica corridor, New Amsterdam and Berbice are not served yet. The address search offers only places GuyWay serves. See Where GuyWay operates.

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Once a driver accepts, tap Message with the driver's name on the ride screen. You can type, use a quick reply or send a voice note of up to a minute. Neither of you sees the other's number. When GuyWay offers calls on your ride, a Call button is shown too. The chat closes 15 minutes after the ride.

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A fare or a fee from an earlier ride is unpaid. The button reads Pay GYD ... to book; tap it, or Pay now on the Home tab or in the Wallet. Once paid, you can book. A ride on your company's profile can still be booked.

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A class above GuyWay: GuyWay Executive is a black Tesla with tinted windows and no GuyWay sign, with priority for airport and pre-booked rides. Pick GuyWay Executive under Choose a ride, or the Executive tile on Services. It costs more, and the price is shown before you book.

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If GuyWay has to change your driver, you get a notification that another car is coming to you. Your fare does not change: it is charged once, on one receipt. You rate the last driver.

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Message GuyWay at +592 655-7775. When booking on WhatsApp is open, it gives the price, books the car and sends your trip PIN in the chat. You can also ask where your car is, or for a refund, a lost item or a person. See Book and get help on WhatsApp.

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It depends on the distance and the class. GuyWay is about GYD 2,000 for the first 3 km, then GYD 375 per km, and GuyWay Executive about GYD 2,500 for the first 3 km, then GYD 450 per km. Rides over 34 km have a lower rate per km. Stabroek to CJIA is about GYD 20,500 with GuyWay. The app shows the price of your trip for GuyWay and GuyWay Executive before you book, and that is the price you pay unless you change the trip. Airport rides are priced the same way. Tolls are added at cost. See Fares explained.

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No. GuyWay does not raise fares at busy times or in bad weather. The tariff is set in US dollars and shown in Guyana dollars at the day's exchange rate, so the same trip can differ slightly from one week to the next. The price you see when you book is the price you pay.

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A new drop-off or an added stop: the app shows the new fare and changes nothing until you confirm. A toll on the route is added at cost. Extra waiting you caused, a detour you asked for, or cleaning can be added as a separate charge, only after GuyWay approves it. Waiting is not charged by the minute.

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Add a way to pay under Account, Wallet: a Visa, Mastercard or Amex card, Apple Pay, Google Pay, MMG or PayPal. GuyWay Credit can be topped up with MMG, Pix or PayPal, and a company profile bills your employer. When the ride ends, GuyWay Credit is used first and the rest is charged to your default method. You can also book with no method if your GuyWay Credit covers the whole fare. See Payment methods.

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No. Fares are paid in the app, with GuyWay Credit, a Visa, Mastercard or Amex card, Apple Pay, Google Pay, MMG or PayPal, all listed in the Wallet. GuyWay is cashless: a driver may not take cash, for a fare or a tip. Tips are added in the app.

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The ride shows Payment didn't go through with the reason. Choose another method in the Wallet if needed, then tap Fix it on the ride. A fare still unpaid 10 minutes after the ride must be paid before you book again: tap Pay now, or Pay GYD ... to book on the booking screen. See Pay for your ride.

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Yes. Add a tip on the rating sheet after the ride, or later with Add tip on the trip, for up to 30 days. One tip per ride, charged to your default payment method, never to credit. GuyWay is cashless, so there are no cash tips. All of a tip goes to the driver.

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A paid membership, monthly or yearly, with a free trial the first time. Members get money back as GuyWay Credit on every completed ride, a lower price on Executive and extra free waiting. It renews until you cancel, and benefits last to the end of the period you paid for. See GuyWay One.

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Open Account, Wallet and tap Add money. Pick an amount from GYD 1,000, then a way under Pay with, such as Pix (Brasil) for a Brazilian bank or PayPal. Credit you buy does not expire and pays fares before your card, never tips. See Add money to your GuyWay Credit.

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Yes, if your GuyWay Credit covers the whole fare of the ride you book. If it does not, the app asks you to add a way to pay for the rest before you book.

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Yes. On a ride you booked, open Split the fare and ask up to 3 people by number, or send a link. Each person who accepts pays an equal share on their own card when the ride ends; you pay the rest. See Split the fare.

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Free within 5 minutes of booking, and at the moment there is no cancellation fee after that either. The Cancel ride? sheet says what cancelling costs before you tap a reason, so a fee set later is always shown first, and your first fee in any 30 days is waived. A fee not taken from a card hold must be paid before your next booking.

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If the driver has arrived and messaged or called you, and you are not at the pickup when the free wait is up, the ride can be closed as a no-show. The no-show fee is the one the app shows; at the moment it is GYD 0. The free wait is 15 minutes in the street and 30 minutes at the airport. To dispute it, use Report a problem or dispute a fare on the trip.

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Open the Activity tab and tap the ride. The receipt is on the trip page; tap Email invoice to send it to the email on your account, or Download PDF. Inbox on the Account tab keeps a receipt for each paid trip of the last 90 days. The invoice is not emailed automatically.

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Open the ride under Activity and tap Report a problem or dispute a fare, then pick what went wrong. Rides from the last 7 days get an answer on the spot; older rides, safety and company rides go to a person. If you paid more than the price shown, by more than GYD 200, you choose the difference back or 120% of it as ride credit. You can also write on WhatsApp at +592 655-7775. See Report a problem or dispute a fare.

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When the mistake is ours. Charged more than the price shown (by more than GYD 200), charged for a ride that did not happen, or charged twice: choose the money back to how you paid, or 120% of it as ride credit. A car you booked ahead that was 10 to 19 minutes late puts 25% of the fare on your account as credit; 20 minutes or more and you choose the whole fare back or 120% as credit.

When the ride was not good enough. Choose 50% of the fare back, or the whole fare as ride credit. Riders with 3 rides or fewer, and fares paid with GuyWay Credit, get credit.

A rating of 3 stars or less. Ride credit is added at once (20% of the fare for 3 stars, 40% for 2, 50% for 1), up to twice per rider, and you are not matched with that driver again.

About the credit. Credit given after a problem lasts 365 days and is used first on your next rides. It cannot be exchanged for cash. Money back to a card usually shows within 5 to 10 business days. Automatic offers have limits; past them, a person decides.

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Open the ride under Activity and tap I left something in the car, or message +592 655-7775 on WhatsApp. The driver is told at once. Returning it is always free: choose Bring it to me, delivered within 24 hours of it being found, or I'll collect it at the hub, 2874 Greenfield, Providence.

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