Ajust

Ajust, consumer advocacy for refunds and claims in Australia

Ajust is a consumer advocacy service based in Sydney that steps into everyday disputes that those affected don't have time to manage: negotiating bills, cancelling subscriptions, claiming refunds and filing complaints on their behalf. The company presents itself as an alternative to personally making calls, waiting on hold and repeating yourself to companies.

Its approach relies on a combination of AI agents and a human team. The automated agents contact the company, follow up on a set schedule and determine when and how to escalate the case. The Sydney team oversees each case with daily reviews, spots potential issues and steps in when needed. According to the company, this model keeps cases from stalling.

How the claims process works

The starting point is the affected person's own account. Ajust asks for the story in your own words and, if possible, a receipt or bill, which is usually the fastest way to get things started. Once the user approves the plan of action, the company acts on their behalf and only gets back in touch if a decision or additional information is needed. Updates are sent by email.

Escalation follows the route the company considers appropriate for each business, from the right contact to the bank, Fair Trading or the ombudsman. Ajust says it knows each company's escalation path and follows it until the money is back in the client's account.

Services and types of claims

The list of actions the company details includes:

• Claiming refunds.
• Filing complaints.
• Cancelling subscriptions.
• Returning items.
• Claiming warranties.
• Negotiating bills.
• Monitoring bills.

The company also organises its resources by sectors and frequent companies. Among the sectors mentioned are telecommunications, airlines, banking, energy and insurance. The companies that appear most often in its materials are Telstra, Myer, Woolworths, Ticketek and Kogan among the most common, and David Jones, JB Hi-Fi, Big W, Uber and Optus among those with the most resolutions.

Pricing model and money-back guarantee

Initial access is free: chatting with the AI agents costs nothing. Ajust only charges a fee if it takes on the case. That fee is a percentage of the money recovered, usually 10%, or a small amount for quick tasks like cancelling a subscription, which is usually $5 or $15. The exact price is shown and accepted before starting. If the agreed outcome is not achieved, the company refunds the amount paid.

The company maintains a 100% money-back guarantee and states that if it makes a mistake, it tries to restore the client to their previous situation, usually by fully refunding its fees, and may offer to delete their personal data and withdraw the claims filed on their behalf.

Activity data and reported results

According to information published by the company itself, it has recovered more than one million dollars for Australian consumers, with a 70% success and resolution rate and a median resolution time of seven days. In its FAQs it states that most cases are completed within two weeks, although timing depends on the issue and how quickly the company involved responds.

The firm reports a rating of 4.8 out of 5 based on more than 570 Google reviews. Its founder is Tom Kaldor. The team includes Alexandra Swan as AI Product Lead, Al Hinds as Fractional CTO, Simon Baume as Advisor, Cian Condon as Growth Lead and Patrick Lai as Senior Software Engineer.

Scope and limitations of the service

Ajust expressly defines itself as a consumer advocacy service, not a law firm. It does not provide legal advice or financial services, and it is not designed for urgent or emergency situations. When a matter falls outside its scope, the company says so and tries to point the user towards other options. On privacy, it states that it only requests the minimum information necessary, never asks for passwords, PINs or bank account numbers, and processes payments through Stripe, so it does not see or store card details. Users can delete their account and all their data from the settings.

The company is headquartered in Sydney and its team oversees cases daily from there. Its Australian Business Number (ABN) is 81 660 176 492.