Do this when something went wrong on a ride or a charge is not right. For an emergency during a ride, hold SOS.
Report a problem with a ride
- Open the Activity tab and tap the ride.
- Under Something wrong?, tap Report a problem or dispute a fare.
- Pick what went wrong, for example I paid more than the price shown or My driver was late.
- Add what happened if you want to, and send.
- Read the answer. When you are offered a choice, pick money back or ride credit.
Rides from the last 7 days get an answer on the spot. Older rides, safety, Something else and company rides go to a person. The terms say how long after a ride you can report a problem.
What you can get
| Case | What GuyWay offers |
|---|---|
| Charged more than the price shown, by more than GYD 200 | The difference, back to how you paid or as 120% in ride credit |
| Charged for a ride you did not take, or charged twice | The fare, back to how you paid or as 120% in ride credit |
| A car you booked ahead was 10 to 19 minutes late | 25% of the fare as ride credit |
| A car you booked ahead was 20 minutes or more late | The fare, back to how you paid or as 120% in ride credit |
| The car, the driving or the route let you down | 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 ride credit. Ride credit given this way lasts 365 days. Money back to a card usually shows within 5 to 10 business days, depending on your bank. Automatic offers have limits per rider; past them, a person decides.
Write to customer service
- Open the Account tab and tap Help.
- Under Write to us, choose What is this about? and Which ride.
- Describe what happened and tap Send.
The ticket number shows at once. Replies appear under Your tickets and in Inbox. Tap a ticket to read the replies or Add to this ticket. The form takes text only.
Most problems with a ride from the last 7 days are answered on the spot, under the same rules as the automatic refunds. We reply within 4 hours between 08:00 and 22:00, Georgetown time. A message sent outside those hours is answered the next morning. In an emergency, hold SOS in the app or call 911 now.
Message us on WhatsApp on the Help screen opens +592 655-7775. It is the fastest way for anything urgent. Refunds and lost items on WhatsApp follow the same rules as in the app.
Related: Lost item, Cancellation and no-show fees, Receipts and invoices