Consumers First
We worked with Rosie Thomas, an experienced Australian consumer advocate, to develop these commitments for putting consumers first.
Ajust’s mission is to show up for every consumer. That’s possible because we’re a technology business. We proudly use Artificial Intelligence (AI) to help more people, get faster results and keep our fees low.
But we understand that AI can get things wrong (just like humans). These errors are sometimes called “hallucinations” and aren't unique to Ajust. We spend lots of energy making sure these mistakes don’t happen, but we can’t eliminate them completely.
Instead, we make 3 commitments to everyone that uses Ajust:
We’re upfront about how we work, so you know what to expect.
Clear on what we do, what it costs and who’s doing the work.
We keep watch and our team steps in when needed.
Every case is monitored by real people in Sydney.
We own our mistakes and make things right.
You should never be worse off for using Ajust.
We want you to be informed before you give your time, money or personal information to us – so read on to learn more about what these commitments mean in practice.
What these commitments mean for you
What can Ajust help with – and when isn't it the right fit?
We're consumer advocates. We take on the everyday disputes people don't have time to fight: negotiating bills, cancelling subscriptions, chasing refunds and lodging complaints on your behalf.
We're not the right fit for everything. We're not lawyers or financial advisors and we're not built for urgent or emergency situations. If your issue falls outside what we do, we'll let you know and try to point you in the right direction.
What does it cost?
It's free to chat with our AI agents. We charge a small fee only if we take on your case. Our fee is a share of the money we’re winning back for you (usually 10%) or a low fee for quick jobs like cancelling a subscription (usually $5 or $15).
You'll always see the exact price upfront and agree to it before we start. If we don't get a result, you get your money back.
Is it AI or humans?
Both. Our AI agents run every case, monitored by our team in Sydney. The AI agents are trained to know your rights, how to contact businesses, the best complaint strategies and the available escalation options.
Our team runs daily reviews to spot any issues and steps in if needed (like if an agent has made a mistake impacting your case). We also work with independent experts to conduct regular reviews of how we’re showing up for consumers. If you have a concern about Ajust, it will always be reviewed by a real person.
Do I stay in control of the AI – and what do you need from me?
A big part of why we exist is to take work off your plate, so our AI agents get things done without needing your input at every step. But you stay in control. Our agents work from the information you give us, so keep it accurate and complete. You approve the agent's goal and fee before it takes any real-world action (like contacting a business).
Routine follow-ups happen automatically, but the agent checks in – by email, so you don't need to keep watching – whenever there's a decision to make, information only you can provide or an outcome to confirm before closing. Replying to those check-ins is the main thing we need from you to keep your case moving. And you can tell the agent to stop or close your case at any time – or push back if you disagree with something the agent says.
What if something goes wrong?
Using Ajust should never leave you in a worse position than if you’d handled things yourself. If we make a mistake, we make things right. We’ll do whatever we can to put you back in the position you were in before the mistake. Usually this means refunding our fee to you in full. We might also offer to delete your personal information and withdraw any complaints we’ve made on your behalf.
If you think something’s gone wrong, contact us and a real person will review the situation – we aim to respond within 2 work days.
Ready to stop chasing the complaint?
Tell us what happened. We do the chasing, emails, calls and escalations, until it's resolved.