A driver who accepts your ride starts driving to you and turns down other rides. The fees on this page cover that time when a ride does not happen. You are always shown the amount before it applies, and your first fee in any 30 days is waived.

Where you find it

The Cancel ride button is on the ride screen from booking until the ride starts. The amount, when there is one, is on the screen under the button, and the button asks you a second time before anything is charged. A no-show is recorded by the driver at the pickup, and your app shows you the wait and the amount while it is running.

Rules that apply

Situation	Fee	Detail
Cancel before a driver accepts	None	The ride is removed
Cancel within 3 minutes of the driver accepting	None	The 3 minutes run from the moment the app shows the driver's details
Cancel more than 3 minutes after acceptance	GYD 300	Shown on the screen before you confirm
Cancel once the car is at the pickup	GYD 500	The driver drove there and waited, so this is the same fee as a no-show
Scheduled ride cancelled before a driver accepts	None	Cancel it under Upcoming
Not at the pickup 5 minutes after the driver arrives, having been messaged	GYD 500	The ride is closed as a no-show
Not at the airport 30 minutes after the driver arrives, having been messaged	GYD 500	An arrivals hall is not a kerb, so the wait is longer
Driver cancels	None to you	Your ride goes back to the queue and another car is sent
Your first fee in any 30 days	Waived	Automatically, without asking

Waiting at the pickup

Your driver waits 5 minutes and there is no charge for waiting. Your app shows the clock from the moment the car arrives.

At Cheddi Jagan the wait is 30 minutes, for the same money, because immigration, the belt and customs are not yours to hurry. Your pickup time is already set 45 minutes after your flight lands, so you have 75 minutes from touchdown before the ride can be closed. If a driver waits much longer than 5 minutes because you asked them to, they can ask us to add an extra waiting charge, and we tell you before it reaches your fare.

How a no-show is recorded

Step	What happens
1	The driver arrives and taps Arrived. Your app tells you the car is there, shows how long the driver has been waiting, and says what happens if you do not come
2	The driver messages you through the app. The app has to see that message before it will let them close the ride, so a no-show can never be recorded on a rider nobody tried to reach
3	After 5 minutes, or 30 at the airport, the driver may close the ride as a no-show
4	GYD 500 is recorded and the ride shows as No show under Trips

Note Answer the message, even to say you need two more minutes. A rider who answers is not a no-show.

What is held when you book

On some cards we reserve GYD 500 when you confirm a booking for now. On a ride booked for later nothing is reserved at the tap: a card reservation only lasts about a week and you can book a month ahead, so it is placed shortly before the pickup, when we start looking for a car. The screen says which of the two applies before you confirm. It is the most a booking can cost you if the ride does not happen, and it is never the fare: an airport run costs thousands and we reserve none of it. The booking screen says the amount before you confirm.

When	What happens to the reserved amount
Your trip starts	Released in full, the moment the driver starts the trip
You cancel inside the free window	Released in full
No car is found	Released in full
You cancel a ride booked for later, before a car is found	Nothing was reserved, so there is nothing to release
We cancel the ride	Released in full
You cancel after the free window, or the ride is closed as a no-show	The fee is taken from it and the rest is released

We let go the instant one of those happens. Your bank decides how quickly the released amount shows in your balance, and a few days is normal.

Not every payment method can reserve money. Mobile money cannot, and neither can some cards. If yours cannot, nothing is reserved and the rules on this page are exactly the same; the fee is added to your next ride instead.

How a fee is paid

You are not asked for money at the time. It comes out of the amount reserved when you booked, if there was one. Otherwise it is added to your next ride, and you see it on the ride screen and on the Pay button before you pay anything. Promo credit covers fares and does not cover fees. Only one old fee is added to any one ride, so two fees clear over two rides rather than landing on one fare at once.

Nothing blocks you from booking while a fee is outstanding.

Disputing a fee

Tell us and we drop it. Write to support@guyway.gy with the ride reference, or say it to the operator on WhatsApp +592 655-7775, and they can waive it on the spot without escalating. The ride record carries the time of acceptance, the time the driver arrived and the message the driver sent, so we can tell you what happened if you want to know.

Cancellation and no-show fees