A driver who accepts your ride drives to you and turns down other rides. A fee can cover that when the ride does not happen. The amounts are those of the published rate card, and the app shows any fee before you confirm. At the moment every cancellation and no-show fee is GYD 0.
Where you find it
On the ride screen, Cancel ride opens Cancel ride?. The line under Why do you want to cancel? says what cancelling costs now, or how many seconds are left to cancel free. Tapping a reason, or Skip, cancels the ride at once. Keep my ride closes the sheet.
Fare details on the fare screen also states the free window and the waiting time before you book.
Rules that apply
| Situation | Fee |
|---|---|
| Cancel within 5 minutes of booking | None |
| Cancel later, after a driver accepts | The fee shown on Cancel ride?. None at the moment |
| Not at the pickup when the wait is up, after the driver messaged or called you | The ride is closed as a no-show. The no-show fee shown in the app applies; none at the moment |
| The driver cancels, or GuyWay cancels | None. If a driver cancels, GuyWay looks for another car |
| Your first fee in any 30 days, once fees apply | Waived |
A ride booked ahead follows the same rules from the moment a driver accepts it. Once the trip has started, it cannot be cancelled; ask the driver to stop where you want to get off.
Waiting at the pickup
The clock starts when the driver taps Arrived. The ride screen shows how long the driver has waited.
| Pickup | Free wait |
|---|---|
| Street | 15 minutes |
| Airport | 30 minutes, and longer after a tracked flight lands |
GuyWay One members get extra minutes. Waiting is never charged by the minute. Answer the driver's message, even to say you need two more minutes.
What is held on some cards
On a card charged in US dollars, GuyWay may hold the most a booking can cost if it does not happen, never the fare. For a ride now it is held when you book; for a ride booked ahead, shortly before the pickup. It is released when the trip starts, if no car is found, if GuyWay cancels, or if you cancel inside the free window. A fee is taken from it, and the rest is released. Your bank decides how quickly a released amount shows. The ride screen says what is held.
How a fee is paid
A fee not taken from a hold is owed. The Home tab and the Wallet show You have GYD ... unpaid, and you pay it before your next booking with Pay now or Pay GYD ... to book. Credit from GuyWay never pays a fee.
Disputing a fee
Open the ride under Activity and tap Report a problem or dispute a fare, or message +592 655-7775 on WhatsApp. The ride record holds the time the driver accepted and arrived, and the message the driver sent.
Related: Book a car now, Pay for your ride, Report a problem or dispute a fare