Privacy Notice

What we collect

• Account: your name, phone number, email address and profile photo, and how and where you joined GuyWay: the date, the app or channel you used, the city and your approximate location at the time, and who referred you, if anyone.
• Rides: the pickups and destinations you enter or ask a price for, the prices and pickup times we show you, your location during a ride, routes, times, fares and trip history.
• Payments: your payment method (handled by our payment providers), including the card brand, whether it is a credit, debit or prepaid card, the country that issued it and its last four digits, and your transactions. For a Pix top-up, your CPF, which goes to our payment provider with your name and email address and which we do not keep.
• Device and app use: your device model, operating system and its version, app version, language, region and time zone, the type of connection and your mobile network, and your IP address, of which we keep only the network part and a coded form. An identifier created by the app on your phone, kept by us only in a coded form; we do not use your phone's advertising or hardware identifiers. How you use the app: the screens you open and the steps you take, such as searching for a destination, seeing a price, booking or leaving without booking, and, if you have allowed location, where you were at the time. Your phone's battery level and whether it is charging, so the app can send your location less often when the battery is low.
• Our website: Google Analytics, Meta Pixel and Microsoft Clarity record the pages you visit, what you click, tap and scroll, your device, browser and approximate location from your IP address, and when you send one of our forms. Microsoft Clarity also records heatmaps and session replays, which show a visit on screen, including mouse movement and taps. In the European Economic Area, the United Kingdom, Switzerland and Quebec, these tools load only if you accept cookies on guyway.gy. Everywhere else they load by default, and you can turn them off at any time by choosing Essentials only in the cookie banner or under Cookie settings. If you choose Essentials only, none of these tools load. See our Cookies Policy.
• Ad clicks: if you reach us from an ad, the click identifier the ad platform adds to the link (such as gclid or fbclid) and a reference we create for that click, which we link to your account or WhatsApp conversation when you sign up, book or message us.
• Messages and ratings: messages to drivers and to us, and their translations, including by WhatsApp, Messenger or Instagram, voice notes, ratings, comments and reports.
• Account checkup, only if you use it: whether you confirmed your email address, and a photo of an identity document, the details read from it and the result of our check, and, once your identity is verified, your date of birth, your sex as shown on the document and the country that issued it (see Account checkup below).

How we use it

To provide rides and payments, keep people safe, prevent fraud, give support, meet our legal obligations, send offers you can switch off, and to improve, plan and develop our services, including statistics and insights.

During a live ride, the lock screen of your phone shows your driver's first name, the car and its plate, so you can find and check the right car before you get in.

How we share it

• With your driver: your first name, pickup, destination and in-app contact, so the ride can happen.
• With service providers who work for us, such as hosting, maps, payments, email and support.
• With AI service providers (currently OpenAI) to understand chat messages, word our replies to them and transcribe voice notes, with names, phone numbers, email addresses and card numbers removed first.
• With our AI service provider (currently OpenAI), the photo of an identity document you choose to add, only so the printed details can be read. It processes the photo outside Guyana.
• With a translation service provider, chat messages between you and your driver when you use different languages, only to translate them, with names, phone numbers and PINs removed first. It may process them outside Guyana.
• With Meta, for messages you send us through WhatsApp, Messenger or Instagram, under Meta's own terms.
• With Google, Meta and Microsoft, what Google Analytics, Meta Pixel and Microsoft Clarity collect on our website, following the regional rule above and as described in our Cookies Policy.
• With Google and Meta, to measure our ads: the click identifier from the ad you came from (such as gclid or fbclid) and the reference we create for that click. When you sign up, book or message us after that click, we may also send Google, and only Google, a one-way hashed (coded) form of your phone number, which cannot be turned back into the number. Google and Meta use this information only to match the result to their ad and report it to us. In the European Economic Area, the United Kingdom, Switzerland and Quebec, we share it only if you accepted cookies on our website. You can opt out by choosing Essentials only on our website or by writing to support@guyway.gy.
• With Trustpilot, to invite you to review GuyWay: when you are chosen for a review invitation and your email address is confirmed, your first name, your email address and the reference of the ride. Trustpilot then sends you its own invitation by email and handles this information under its own privacy policy. It may process it outside Guyana. We never choose who is invited by the rating you gave.
• With partners, only as aggregated or de-identified information that does not identify you.
• With authorities when the law requires it, or to protect someone's safety.

Anyone we share personal information with must protect it at least as well as this notice describes. Some of our providers store and process information outside Guyana.

Service providers and where they process information

Our service providers process personal information for us, only to provide their services to us and on our instructions. They provide hosting and storage, payments, messaging and notifications, email, maps and sign-in, website analytics and ad measurement, translation, and AI services that read identity documents, understand messages and transcribe voice notes. Our servers and database are in the United States, so the information described in this notice is stored and processed there. A provider may also process information in other countries where it or its own providers operate.

Copies of our database and the photos you send us, including identity document photos, are encrypted on our servers before they are stored with our storage provider, with keys that only GuyWay holds.

The full list of our service providers, what each does and the country where it processes information is published with this notice at https://www.guyway.gy/privacy.

• Vultr (United States): hosts our servers and database, which hold the information described in this notice.
• Backblaze (United States): stores copies of our database and the photos you send us, including identity document photos. They are encrypted on our servers before they are sent, with keys that only GuyWay holds.
• OpenAI (United States): reads identity document photos, understands chat messages and words our replies to them, and transcribes voice notes, as described above.
• Stripe (United States): card, Apple Pay and Google Pay payments and top-ups such as Pix: your name, email address, payment details and transactions. Pix top-ups are received by GuyWay Inc. (Canada) through Stripe.
• PayPal (United States): PayPal payments and top-ups, received by GuyWay Inc. (Canada): your PayPal account details and transactions.
• MMG (Guyana): MMG mobile money top-ups: your phone number and transactions.
• Meta (United States): messages you send us through WhatsApp, Messenger or Instagram, Facebook login, and Meta Pixel and ad measurement on our website.
• Google (United States): maps, address search and travel times, which receive pickups, destinations and locations; Google sign-in; and Google Analytics, ad measurement and the forms on our website.
• Apple (United States): Sign in with Apple and notifications on iPhones.
• Expo (United States): delivers notifications to our apps: an address for your phone and the text of each notification.
• Twilio (United States): text messages, such as sign-in codes and trip updates, and phone calls placed by GuyWay: your phone number and the content of the message or call.
• Resend (United States): sends our emails, such as confirmation codes and receipts: your email address and the email.
• Microsoft (United States and other countries): our staff accounts and email, including what you send to support@guyway.gy, and Microsoft Clarity on our website.
• Vercel and Sentry (United States): host our website and record errors on it, with your browser, device and IP address.
• Trustpilot (Denmark and other countries): shows our Trustpilot rating on our website, which sends Trustpilot your browser details and IP address, and, when you are chosen for a review invitation and your email address is confirmed, receives your first name, email address and the ride's reference so it can invite you to review GuyWay. Trustpilot handles this information under its own privacy policy.

OpenAI does not use what we send it to train its models. It may keep what we send, including identity document photos, for up to 30 days to detect abuse of its service, or longer where the law requires it or its systems flag the content for review.

Account checkup

Under Account in the app you can confirm your email address, verify your identity and read your Inbox. Confirming your email and verifying your identity are optional.

• Confirm your email. We send a six-digit code to your email address through our email provider. The code works once and expires after 15 minutes, and we store it only in a coded form that cannot be turned back into the code. An email address that matches your Apple, Google or Facebook sign-in counts as confirmed. If you change your email address, you need to confirm the new one. We use a confirmed address to send you receipts and to reach you about your account.
• Verify your identity. You can add a photo of your passport, national ID card or driver's licence. Our AI service provider (currently OpenAI) reads the printed details from it: your name, date of birth, sex, document number, issuing country and expiry date, the type of document, and whether the photo looks like an original document rather than a screenshot, a photocopy or a cropped image. The provider processes the photo in the United States and does not use it to train its models. We have told it not to store the photo or what it reads. It may still keep both for up to 30 days to detect abuse of its service, as explained in the section on service providers above. Our system then checks, by fixed rules, that the document is the type you chose, has not expired, shows the name on your account and shows that you are 18 or over. If every check passes, your identity is verified. If the photo cannot be read, is not an identity document or has expired, we ask you for a new one. In every other case, including when the document shows you are under 18, authorised GuyWay staff decide. Staff may also review a decision made by our system and change it.
• Who sees it. Only staff with the highest level of access can see the photo or the details read from it, and we record each time someone does. We never show any of it to drivers.
• How long we keep it. We encrypt the photo and the details read from it, and delete both 30 days after the decision, or 90 days after you sent the photo if no decision was made by then. After that we keep only the type of document, its expiry date, the result and the reasons for it, and when it was decided and by whom, a member of staff or our system. If your identity was verified, we also keep your date of birth, your sex as shown on the document and the country that issued it, for as long as your account is open. We use them, with your trips, to understand who uses GuyWay and how, for example by age group, and to improve and plan our services. We do not show them to drivers, and we share them with partners only as aggregated or de-identified information.
• Inbox. The Inbox in the app shows your trip receipts, replies from our support team and messages about your account. Receipts and replies come from the trip and support records we already hold. Messages about your account are kept for one year.

When you delete your account, we delete your identity document photo, the record of our check, the date of birth, sex and issuing country kept from it, your email confirmation and your Inbox messages.

How long we keep it

We keep the record of how you use the app for 13 months, then only totals that do not identify you. For analysis we may also keep a copy of it without your name, phone number or exact location, for no longer than those 13 months. We keep chat messages between you and your driver, with their translations, for 30 days, or longer if a message is reported. We keep the record of an ad click for 90 days, and the link between an ad and your account or WhatsApp conversation, with what we reported to the ad platform about it, for 13 months. We keep other information while your account is open, and afterwards as long as we need it for the purposes above, to meet legal, tax and accounting requirements, and to handle disputes. Trip and payment records are generally kept for eight years, as Guyana's tax law requires. Information that no longer identifies you may be kept without a time limit.

Your choices

• Delete your account in the app, or ask us at support@guyway.gy. We then delete or de-identify your personal information, except the records we must or may keep as explained above.
• Ask us for a copy of your information, or to correct it.
• Switch off location, notifications and marketing in the app or your phone settings, and withdraw any consent you gave.
• Opt out of ad measurement by choosing Essentials only under Cookie settings on guyway.gy, or by writing to support@guyway.gy.
• Switch off review invitations, including Trustpilot's, under Account, Notifications, Review invitations in the app.

Security

We protect information with access controls, encryption and monitoring. No system is completely secure.

Children

GuyWay is for adults. Children may not create accounts.

Changes to this notice

We may change this notice from time to time. A change takes effect when we post the updated notice in the app or on our website. We may also tell you about it in the app or by email, but we do not have to. If you keep using GuyWay after a change is posted, the updated notice applies. If you do not agree, stop using GuyWay and delete your account.

Contact

support@guyway.gy

GuyWay Inc., 2874 Greenfield, Providence, East Bank Demerara, Guyana