If you can't find what you need in this help center, you can always reach a real human. Here's how — and what to include so we can help you fast.
How to reach us
In-app chat (fastest) — click the chat bubble at the bottom of any page on tryrituala.com. We'll respond as soon as someone's available, often within a few hours during business hours.
Email — [email protected]. Best for issues with attachments, refunds, or anything you'd rather not type into a chat box.
Instagram DMs — @tryrituala. We do read these, but support requests get faster responses through chat or email.
What to include in your message
The more specific you are, the faster we can help. Useful info:
The email address on your account (so we can find you)
What you were trying to do
What happened instead (with a screenshot if there's an error message)
Your browser and device if it's a technical issue (e.g., "Chrome on iPhone 15")
Order/transaction info if it's a billing question (date, amount, last 4 of card)
Response times
In-app chat: typically within a few hours during business hours (Mon–Fri), next business day for overnight messages
Email: within 1 business day
Urgent billing issues (double charge, incorrect refund, etc.): we prioritize these
What we can help with
Account and login issues
Billing, refunds, subscription changes
Bugs and technical issues
Feedback on your routine or recommendations
Questions Ask Rituala can't or shouldn't answer
Privacy and data requests
What we can't help with
Medical advice. For hair loss, scalp conditions, or any concern that might be medical, please see a dermatologist or trichologist. We're not qualified to diagnose.
Brand-specific complaints. If a recommended product was defective or you had a bad experience, the manufacturer is your first stop. We can help find a replacement recommendation.
Feedback and feature requests
We genuinely want to hear them. Email [email protected] or DM us on Instagram. Real user feedback shapes what we build next — and we read everything.
Don't see your question covered in our help center? Tell us — that gap is something we want to fix.