Do this when something went wrong on a ride, or when a line on your receipt is not right.
Before you start. Find the ride reference on your receipt or under Trips. Note what happened and when. For a fare dispute you have 30 days from the ride. A ride that is under way and unsafe is not a support matter: press SOS.
Steps
- Open the ride under Trips and tap Help with this ride, or go straight to one of the channels below.
- For anything urgent, message WhatsApp at +592 655-7775. It is staffed 24 hours a day.
- For a fare dispute or anything you want in writing, email support@guyway.gy.
- Give the ride reference, the date and time, and what you dispute.
- Attach photos or screenshots if you have them.
- Wait for the ticket number in the reply.
What happens next
Support opens a ticket with a reason from a fixed list, for example a payment problem, a safety concern or a driver who did not follow navigation. The ticket is linked to the ride, the car and the driver, so the record is read as it was written at the time.
A general email is answered within 24 hours. A fare dispute is answered within 5 business days. When a refund is due, it goes back to the payment method you used, in full or in part, and shows on a new receipt.
Note Drivers cannot see your ticket. A driver who contacts you about a dispute is breaking GuyWay's rules; say so in the ticket.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| No reply within the target | The email went to a mailbox not on your account | Message +592 655-7775 with the ticket number |
| The ticket was closed without a fix | The record did not support the claim | Reply to the ticket with new evidence. A closed ticket can be reopened |
| More than 30 days have passed | The dispute window is closed | Write anyway; support decides case by case |
| I want to talk to someone | The channels are text | Ask on WhatsApp for a call. Check with GuyWay operations for the callback hours |
Related: Receipts, Cancellation and no-show fees, Use SOS