FAQs
FREQUENTLY ASKED
General Entry
1. Where is Cuto Kids Cafe located?
Please visit All Our Stores to view all locations.
2. What are your trading hours?
Each store has different hours. Please check the store’s page under All Our Stores.
Trading hours may vary during events or parties, so Google Maps will always show the most accurate hours.
3. Is there parking available?
Yes, all our venues have plenty of parking nearby.
4. How much is entry and how do we buy tickets?
Entry prices are listed on each store’s page under All Our Stores.
Tickets can be purchased at the counter on arrival.
Online ticketing is not available yet.
5. Are parents and carers free?
Yes. Each child entry includes up to 3 adults free (or 2 adults at selected locations).
Additional adults may incur a small fee.
6. Can we bring outside food and drinks?
No outside food or drinks are allowed, except baby food and children’s water bottles.
7. Are adults required to supervise children?
Yes. All children must be supervised at all times by an adult aged 18 or over.
Please do not leave children unattended.
8. Do you have free Wi-Fi?
Yes, free Wi-Fi is available at all venues. Please refer to venue signage or ask our team.
9. What rules should families follow at Cuto Kids Cafe?
To keep Cuto Kids Cafe safe and enjoyable for everyone, please follow our Entry Rules, use play equipment safely, and respect our staff and other customers. Unsafe behaviour—including running, rough play, ride-on cars or sliding into the ball pit—and any rude or bullying behaviour is not allowed. We appreciate your patience in helping children resolve small conflicts calmly.
Parties & Events
1. How can I find party package details and book a party?
Visit our dedicated Birthday Parties page to quickly review packages, check details, and book your party online. You can also visit any individual store page to access their specific party packages and booking links. If you would like to enquire about specific details before booking online, feel free to contact your preferred store directly for more information.
2. Do I need to pay a deposit to secure my booking?
Yes, a 50% non-refundable deposit is required to secure your booking.
3. Can I pay for a party package using a Cuto Recharge Card or Cuto Rewards Points?
No. Party bookings (including both initial deposits and remaining balances) strictly cannot be paid using a Cuto Recharge Card or Cuto Rewards Points.
4. How long do parties and corporate events run?
Table Parties and Room Parties run for 2 hours, Private Parties run for 3 hours, and Corporate Events include exclusive venue access for 3 hours or more tailored to your needs.
5. What should we wear?
For safety and hygiene, all adults and children must wear grip socks at all times inside the play area.
6. Can we bring our own decorations?
Yes, BYO decorations are welcome! However, they must be free-standing or attached with non-stick blue tape. Any decorations left behind after your booking may incur a fee.
7. Can we bring our own food and drinks?
BYO food and drinks are only permitted for specific party types. Please check your selected store's party package details for exact rules.
8. Do we need to clean up after the party?
No, we take care of all the cleaning! Just ensure any BYO decorations are removed from the space before leaving.
9. Where can I find the full party booking terms and conditions?
For complete supervision rules, arrival instructions, and cancellation guidelines, please see our Booking Services Terms.
Cuto Recharge Card
1. What is the Cuto Recharge Card and how do I get it?
It is an entirely digital card stored in your Cuto Wallet. It is automatically generated and linked to your profile when you create an account on our website or the MyCuto App.
2. What can I use my credit for, and what is excluded?
Use it for play entries, café orders, and online orders in Australia. It strictly cannot be used for party bookings (deposits or balances), buying Cuto Gift Cards, or topping up a Cuto Recharge Card.
3. How do I reload my card?
Top up anytime in your account's Cuto Wallet by clicking directly on your card, or via the website's Membership page to enjoy our top-up bonus tiers.
4. Does my credit expire?
Balances stay active as long as you make at least one transaction every 12 months. If there are no transactions for a continuous 12-month period, the remaining credit expires.
5. What if a purchase exceeds my balance?
No problem! Just pay the remaining difference using any other accepted payment method at checkout.
6. Can I transfer my credit or exchange it for cash?
No. Card balances are strictly non-transferable to other user accounts and cannot be refunded or redeemed for cash.
7. Who is responsible for transactions, and where are the full terms?
You are responsible for all transactions on your digital card layout (except in verified cases of fraud by Cuto). For full legal limits, please see our Cuto Gift Card and Cuto Recharge Card Policy.
Cuto Rewards
1. What is the Cuto Rewards program?
The Cuto Rewards program lets you earn points every time you visit, play, dine or shop at Cuto Kids Cafe. Points accumulate from play sessions, café purchases and other eligible transactions — and can eventually be redeemed for rewards.
2. How do I get my Cuto Rewards Card?
The card is entirely digital — there is no physical card issued. It is automatically generated and linked to your profile when you create an account on our website or the MyCuto App.
3. How do I start earning Cuto Rewards points?
It’s automatic! You earn points on all eligible transactions. Just ensure your purchases are made under your profile — either by logging in online or letting our staff know your details at the counter in-store.
4. Are all transactions eligible to earn points?
Most spending earns points. However, to prevent duplicate points, any amount paid using a Cuto Recharge Card, Cuto Gift Cards, or Cuto Rewards Points will not earn new points (points are instead awarded at the initial time of purchase, such as when you first top up your card or buy a Cuto Gift Card).
5. When do my Cuto Rewards Points expire?
Cuto Rewards Points currently have no expiry date, so you can collect and save them at your own pace!
6. Where can I redeem my points, and what is excluded?
Redeem them for savings on eligible purchases at any Cuto Kids Cafe venue or online ordering platform in Australia. Points strictly cannot be used for party bookings (deposits or balances), purchasing Cuto Gift Cards, or topping up a Cuto Recharge Card.
7. Where can I manage my Rewards Card and points balance?
Your digital card, current points balance, and reward redemptions are managed entirely within your Cuto Wallet inside your account.
8. Is the “Rewards Store” currently available?
The dedicated Rewards Store (Point Store) is currently under development — stay tuned for its launch for even more ways to redeem!
Cuto Gift Cards
1. What are Cuto Gift Cards and where can I purchase them?
Cuto Gift Cards are mainly designed for gifting to friends and family to share the Cuto experience! They can be easily purchased online through the Cuto Gift Cards page on our website or directly within the MyCuto App.
2. How and where can I use my Cuto Gift Card?
Use it like cash for goods and services at any Cuto Kids Cafe venue or online ordering platform in Australia. Unlike our Cuto Recharge Cards or Cuto Rewards Points, valid Cuto Gift Cards can be fully used to pay for birthday party bookings (including initial deposits and remaining balances) or to top up a Cuto Recharge Card.
3. When does my Cuto Gift Card expire?
Cuto Gift Cards are valid for 3 years from the date of issue. After that time, any unused balance will be forfeited.
4. Can I reload my Cuto Gift Card once it has been used?
No, Cuto Gift Cards cannot be reloaded. However, you can use your Cuto Gift Card balance to top up a Cuto Recharge Card inside your Cuto Wallet to enjoy ongoing personal use and extra membership top-up rewards!
5. What if my purchase costs more than the balance on my Cuto Gift Card?
No problem! Just pay the remaining difference using any other accepted payment method at checkout.
6. What if my purchase is less than the balance on my Cuto Gift Card?
Any leftover balance stays securely on your card and can be used for future purchases until the card expires. Please note that change or cashback is not available.
7. Can I transfer my Cuto Gift Card to someone else or redeem it for cash?
Cuto Gift Cards are fully transferable so you can give them away as presents. However, they strictly cannot be resold or redeemed for cash.
8. Who is responsible for transactions, and where are the full terms?
You are responsible for all transactions made using your Cuto Gift Card (except in verified cases of fraud by Cuto). For full legal limits, please see our Gift Card and Cuto Recharge Card Policy.