RealSmile is built and run by one person — Randy. There is no support queue and no chatbot: these addresses go to a real inbox, and replies usually take a day or two.
Anything that is not working the way you expected. Include the email on your account if you have one — it makes it much faster to find you.
Purchases carry a 7-day money-back guarantee, and you can start a refund yourself without emailing anyone.
Ask what is held about you, or ask for it to be deleted. Deleting a photo never requires a reason and is never gated behind a survey.
Including data or research requests about how the scoring works.
RealSmile is an independent project, not a company with an office. It is one developer working on it directly, which is why you get a reply from a person rather than a ticket number — and why a reply sometimes takes a couple of days rather than an hour. You can read more about how the scoring actually works, and what it can and cannot tell you, on the about page.
Security researchers: report anything you find to hello@realsmile.online and it will be looked at. If you are a reputation or threat-intel service and have flagged this domain, please get in touch — RealSmile takes photo uploads and card payments, so a false positive is something we want to resolve rather than ignore.