General Entry

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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 Map 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

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1. Can I book Cuto Kids Cafe for a party or event? How much does it cost?
Yes! All our venues can be hired for kids’ birthdays, work parties, fundraisers, or special celebrations.
Please contact your preferred store and our party planner will assist you.
Check All Our Stores.

2. Do I need to pay a deposit?
Yes. A 50% non-refundable deposit is required to secure your booking.

3. How long does the party go for?
Table Parties and Room Parties run for 2 hours.
Private Parties run for 3 hours.

4. How long can a Corporate Event run?
Corporate Events include exclusive venue access for 3 hours or more and can be tailored to your needs.

5. What’s included in the party package?
Package details vary by location.
Please see the Birthday Parties page or each store’s page for inclusions and available add-ons.

6. What should we wear?
All adults and children must wear grip socks inside the play area.

7. Can we bring our own decorations?
Yes. BYO decorations are welcome.
Decorations must be free-standing. Non-stick blue tape may be used if it doesn’t damage surfaces. Any decorations left behind may incur a fee.

8. Can we bring our own food and drinks?
BYO food/drinks are available only for selected party types.
Please refer to each store’s party package for details.

9. Do we need to clean up after the party?
No—we take care of all cleaning.
Please ensure any BYO decorations are removed before leaving.

10. Where can I read the full party booking terms?
You can find supervision requirements, arrival instructions, decoration rules, and more in our Booking Services Terms.

Cuto Recharge Card

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1. How do I get a Cuto Recharge Card?
Your Cuto Recharge Card is digital. Once you create an account with Cuto — either on our website or through the MyCuto App (coming soon) — you’ll automatically receive a digital Cuto Recharge Card linked to your profile. You don’t need a physical card.
You’ll also receive the digital Cuto Recharge Card automatically when you make a purchase while logged into your account. Everything is stored in your Cuto Wallet (alongside the Cuto Rewards Card).

2. When does the credit on my Cuto Recharge Card expire?
Your Cuto Recharge Card will remain active as long as there is at least one transaction within 12 months. If there are no transactions for 12 months, the credit balance will expire. The 12-month period resets after each use.

3. Can I redeem the credit on my Cuto Recharge Card for cash?
No, the card cannot be redeemed for cash.

4. Can I sell or transfer the credit on my Cuto Recharge Card to someone else?
No, the card is non-transferable.

5. Can I reload my Cuto Recharge Card?
Yes! You can reload your card anytime. For details on reload options and membership benefits, visit our Membership page

6. What if my purchase exceeds the available balance on my Cuto Recharge Card?
If your purchase exceeds your card balance, the difference can be paid using another payment method.

7. Responsibility for transactions
You are responsible for all transactions made on your card, except in cases of fraud or negligence by Cuto Kids Cafe or our employees.

9. Terms of Conditions
For full terms and conditions, please refer to our Gift Card and Cuto Recharge Card Policy. 

Cuto Rewards

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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. When does the credit on my Cuto Recharge Card expire?
Your Cuto Rewards Card is digital. Once you create an account with Cuto — either on our website or through the MyCuto App — you’ll automatically receive a digital Rewards Card linked to your profile. You don’t need a physical card.
You’ll also receive the digital Rewards Card automatically when you make a purchase while logged into your account. Everything is stored in your Cuto Wallet (alongside the Recharge Card).

3. How and where can I redeem Cuto Rewards points?
Your Cuto Rewards Points can be redeemed for goods or services at any Cuto Kids Cafe venue in Australia.

4. Is the Cuto Rewards Card a physical card or digital?
The Cuto Rewards Card is digital only — there is no physical card issued.

5. Are all transactions eligible to earn points?
Yes — eligible activities such as play sessions, café purchases and other on-site spending at Cuto Kids Cafes count toward earning Rewards Points.

6. Can I use Rewards Points online or only in-store?
Rewards Points are redeemable for goods and services at Cuto Kids Cafes in Australia. As the program stands, redemption is only valid at our physical venues.

7. Is the “Rewards store” currently available?
The Rewards store (point store) is currently under development. We’re working on it — stay tuned for its launch for more ways to redeem your points.

8. Do I need to do anything special to start earning rewards?
No — as long as you have created an account (via website or app) and have the digital Rewards Card, you will automatically earn points when you visit, play, or purchase at Cuto.

9. Where can I manage my Rewards Card, points balance and redeemables?
Everything — your digital Rewards Card, current points balance, and reward redemption — is managed within your Cuto Wallet inside your account.

GIFT CARDS

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1. How and where can I use my Cuto Gift Card?
Your Cuto Gift Card balance can be used like cash to redeem goods and/or services at any Cuto Kids Cafe venue within Australia. Cashback is not available, but any remaining balance will stay on the card until it expires.

2. 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.

3. Can I redeem my Gift Card for cash?
No, Gift Cards cannot be redeemed for cash.

4. Can I sell or transfer my Gift Card to someone else?
Yes, Cuto Gift Cards are transferable but cannot be resold.

5. Can I reload my Cuto Gift Card once it has been used?
Gift Cards cannot be reloaded.
However, if you register for a Cuto membership, you can load funds into your Cuto Recharge Card instead — and use it the same way as a Gift Card, but with added membership benefits.

6. What if my purchase costs more than the balance on my Gift Card?
No problem — simply pay the difference with another accepted payment method.

7. Am I responsible if my Gift Card is lost or used without my permission?
You are responsible for all transactions made using your Gift Card, except in cases of proven fraud or negligence by Cuto Kids Cafe or our employees.

8. Where can I find the full Gift Card terms and conditions?
You can review the full policy in our Gift Card and Cuto Recharge Card Policy.