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.