Question 1

How do I book an experience?

Accepted Answer

Find an experience you like, choose a date or ticket option, and check out securely. Your booking is processed securely through Baluu, and you'll get a confirmation by email.

Question 2

Do I need an account to book?

Accepted Answer

No — you can book without creating a Baluu account. Creating a free account lets you save experiences to your favourites and find them again easily.

Question 3

How will I receive my booking confirmation?

Accepted Answer

Once your payment goes through, a confirmation email is sent to you via Baluu with your booking details and any joining instructions from the Host. If it hasn't arrived, check your spam folder before getting in touch.

Question 4

Can I book for more than one person?

Accepted Answer

Most experiences let you book several spots at once — just choose the number of places when you select your ticket. Availability is set by the Host, so some experiences may have limited spaces.

Question 5

Is it safe to pay on Baluu?

Accepted Answer

Yes. Payments are handled by Stripe, a leading global payment provider. Your card details are entered directly with Stripe and are never stored by Baluu.

Question 6

What payment methods can I use?

Accepted Answer

You can pay with major debit and credit cards through our secure Stripe checkout. The options available to you are shown at checkout before you pay.

Question 7

Will I be charged any booking fees?

Accepted Answer

Some bookings include a small booking or service fee. Any fees are always shown clearly in your order summary before you confirm and pay, so there are no surprises.

Question 8

When am I charged?

Accepted Answer

You're charged when you complete checkout to confirm your booking. The exact amount, including any fees, is shown before you pay.

Question 9

Can I cancel and get a refund?

Accepted Answer

It depends on the experience. Each Host sets their own cancellation and refund terms, and the terms for your booking are shown at checkout before you pay. Some experiences offer free cancellation up to a certain point; others may be non-refundable.

Question 10

How do I cancel or reschedule?

Accepted Answer

When you book, your confirmation email includes the cancel and reschedule options available for your booking — use those, or contact the Host directly. Any cancellation or reschedule is subject to the terms that applied when you booked, including any cut-off times.

Question 11

What happens if the Host cancels the experience?

Accepted Answer

Occasionally a Host may need to cancel or change an experience. If that happens, you may be entitled to a refund or to reschedule, in line with the Host's terms and Baluu's terms. The Host and Baluu handle these arrangements.

Question 12

How long do refunds take?

Accepted Answer

Where a refund is due, it's normally returned to your original payment method. How quickly it appears depends on your bank and the payment provider, and usually takes a few working days.

Question 13

Who runs the experiences?

Accepted Answer

Experiences are run by independent Hosts — local teachers, makers and businesses. Baluu is the marketplace that helps you discover and book them in one place.

Question 14

How do I contact the Host?

Accepted Answer

For questions about a specific experience — what to bring, accessibility, or special requests — the Host is your best first point of contact. You'll find their details with your booking confirmation.

Question 15

Are the reviews genuine?

Accepted Answer

Each experience shows its rating and reviews so you can see what previous guests thought before you book. Ratings on a host's profile are based on the reviews collected across their experiences.

Question 16

What should I bring or expect?

Accepted Answer

The experience page describes what's included and anything you need to know. If something isn't clear, contact the Host before booking using the details on your confirmation.

Question 17

How do I save experiences for later?

Accepted Answer

Tap the heart on any experience to add it to your favourites. Sign in with your email to keep your saved experiences across devices.

Question 18

How do I sign in?

Accepted Answer

Baluu uses a simple email sign-in: enter your email and we'll send you a one-time code to log in. There's no password to remember.

Question 19

I still need help — how do I reach you?

Accepted Answer

If you can't find what you need here, our team is happy to help. Reach out and we'll get back to you as soon as we can.

How can we help?

Booking

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