General Terms and Conditions for Evidensia Care

Welcome to Evidensia Care! Evidensia Care is our subscription service that gives you access to certain of our services and benefits at a fixed or discounted price.

PLEASE NOTE THAT THIS IS A TRANSLATION OF THE TERMS AND CONDITIONS FROM THE ORIGINAL SWEDISH VERSION OF THE GENERAL TERMS AND CONDITIONS.

The Swedish general terms and conditions constitute the original and definitive text. In the event of any discrepancies, inconsistencies, or disputes regarding the interpretation between the language versions, the Swedish version shall prevail and be final and binding.

1. General

1.1 These terms and conditions (the "Terms") and the agreement document relating to your chosen Evidensia Care subscription together constitute the agreement (the "Agreement") between you and Evidensia Sverige AB regarding your subscription to Evidensia Care (the "Evidensia Care Subscription"). In the event of any conflict between the Terms and the agreement document, the Terms shall take precedence. The services and benefits included in your chosen Evidensia Care Subscription are set out in the Agreement.

1.2 Age requirement and ownership of the animal covered by the subscription
By entering into the Agreement, you confirm that you are at least 18 years of age and that you own the animal specified in the agreement document to which the Evidensia Care Subscription relates.

1.3 Entry into force of the Agreement
The Agreement enters into force and your Evidensia Care Subscription begins to run once you have signed the agreement document. By signing, you become liable for payment in accordance with clause 10.2.

1.4 Relationship to other terms
Evidensia Care governs the services, benefits and discounts included in the subscription.

Veterinary care, treatments and other services provided by Evidensia's clinics as part of Evidensia Care may also be subject to separate terms, patient terms or other rules applicable from time to time to the relevant service. Such terms apply in parallel with these Terms.

Where a treatment or other service is offered at a reduced price through Evidensia Care, this does not affect the applicability of the terms that otherwise apply to that treatment or service.

2. Information about us and how to contact us

2.1 Who we are
Evidensia Care is operated by Evidensia Sverige AB ("Evidensia", "we" or "us"), which forms part of the IVC Evidensia group. If you have any questions or concerns, please contact us through our customer care centre, our website, or any of our clinics.

2.2 Our company details:

2.3 How we contact you
We normally contact you by email, but we may also contact you by SMS or telephone if necessary. Please note that it is your responsibility to keep your contact details (such as email address, address and telephone number) up to date throughout the term of your Evidensia Care Subscription. Where we contact you by email or SMS, we consider you to have received the communication when it could normally be expected to have reached the email address or telephone number you most recently provided to us, provided that we have used the most recent details you have given us. We are not responsible for any issues caused by incorrect or outdated contact details. It is easy to update your details — simply contact us through our customer care centre, our website, or your nearest clinic.

3. Evidensia Care

3.1 What is included in Evidensia Care
A description of the services and benefits included in Evidensia Care is available on our website: evidensia.se/evidensiacare. Information on the services and benefits included in your chosen Evidensia Care Subscription is set out in the Agreement.

3.2 What Evidensia Care is
The Evidensia Care Subscription is a preventive healthcare programme for animals. It is not animal insurance and is not intended to replace animal insurance. We recommend that you, as a customer, also take out appropriate animal insurance with an insurance company. We do not provide animal insurance, nor do we broker animal insurance to our customers.

3.3 Your Evidensia Care Subscription applies to the animal specified in the Agreement
When you enter into the Agreement, you will be asked to confirm the ID marking of the animal to be covered.

Your Evidensia Care Subscription is tied to that animal and may not be used for, or transferred to, any other animal.

You may also be asked to identify yourself and your animal when using the subscription.

3.4 Co-owners of the animal
If you own your animal jointly with another person (the "Co-owner") and the Co-owner is registered in our medical records system, you agree, by entering into the Agreement, that the Co-owner may make use of the services and benefits under your Evidensia Care Subscription for your animal. We may:

(a) make the services and benefits under your Evidensia Care Subscription available to the Co-owner for the benefit of your animal; and

(b) share relevant information about your Evidensia Care Subscription with the Co-owner (including your subscription status and details of overdue payments) to the extent necessary for us to deliver the services and benefits under the Evidensia Care Subscription and to manage and administer your Evidensia Care Subscription.

The Co-owner's use of the services and benefits under your Evidensia Care Subscription is subject to these Terms. You are responsible to us for ensuring compliance with these Terms and for all costs and charges arising in connection with their use of the services and benefits under your Evidensia Care Subscription. If ownership of your animal changes, or if you no longer wish the Co-owner to have access to the services and benefits under your Evidensia Care Subscription, you must notify us as soon as possible.

3.5 Change of ownership of the animal
If ownership of the animal covered by the Evidensia Care Subscription is transferred to another person, you must contact us as soon as possible to discuss possible solutions. We may request documentation evidencing the change of ownership.

3.6 Informing us of your subscription
When booking an appointment or using services and benefits under Evidensia Care, please inform us of your subscription. If you have been charged for a service or benefit that, under your subscription, should have been free of charge or offered at a discounted price, you may request a correction. In order for us to correct the charge, we must be able to confirm that the service or benefit was covered by your subscription at the time it was provided. No refund will be given for additional costs arising where we have not been informed of the subscription and could not reasonably have identified it.

3.7 Unused services and benefits and missed appointments not cancelled
No refund will be given for services or benefits that have not been used during the relevant contract period.

If you fail to attend an appointment without cancelling it by the time specified in our cancellation rules applicable from time to time, we are entitled to charge the missed appointment as a used service or benefit under your Evidensia Care Subscription.

4. Term of the Evidensia Care Subscription

4.1 Minimum term
Each contract period of the Evidensia Care Subscription has a minimum term of 12 months.

4.2 Automatic renewal of the Agreement for a new 12-month minimum term
If you do not terminate the subscription at least 30 days before the end of the minimum term, it will automatically be extended for a further 12 months.

We will send a reminder of this no later than one month before the last day on which notice of termination may be given.

If you terminate the subscription 30 days before the end of the 12-month period, it will end upon expiry of that 12-month period.

5. Your right to terminate your Evidensia Care Subscription

5.1 Withdrawing from the Agreement during the cooling-off period
If you enter into Evidensia Care online or by telephone, you have the right to withdraw from the Agreement under the Swedish Distance and Off-Premises Contracts Act (lagen (2005:59) om distansavtal och avtal utanför affärslokaler). The cooling-off period is 14 days from the day on which the Agreement is entered into.

If you wish to exercise your right of withdrawal, you must notify us within the cooling-off period. You may use our withdrawal form, the function available on our website, or the Swedish Consumer Agency's standard withdrawal form.

The subscription takes effect when the Agreement is entered into. If, during the cooling-off period, you use a service or benefit available during that period and subsequently exercise your right of withdrawal, we are entitled to charge such proportionate compensation as follows from law for the part of the subscription provided before withdrawal.

If you exercise your right of withdrawal, we will refund the subscription fees you have paid without undue delay and no later than 14 days from the day on which we received your notice of withdrawal.

5.2 If you terminate your subscription during the contract period
If you terminate your Evidensia Care Subscription during a contract period, it does not end immediately but continues to apply until the end of the then-current minimum term. You are obliged to pay the subscription fees falling due during that period and retain the right to use the services and benefits included in your Evidensia Care Subscription. This does not apply where, under these Terms, you have the right to withdraw from or terminate the Agreement free of charge under clauses 5.3 and 5.4.

5.3 Termination of your Evidensia Care Subscription for specific reasons
You may terminate your Evidensia Care Subscription at any time in accordance with clause 7 if your animal has died. In such cases, you must notify us in writing. If your animal has died, you must also provide documentation evidencing the death. Your Evidensia Care Subscription and the Agreement will then end as soon as possible after we have received your written notice and the relevant documentation. You are not obliged to pay for the remainder of the then-current contract period. Subscription fees already paid will not be refunded. However, if you have paid the full annual fee in a single payment, you are entitled to a refund under clause 10.5 for the remaining months of the then-current contract period.

5.4 Your right to terminate the Agreement for material breach
If we materially fail to fulfil our obligations under the Agreement, you have the right to terminate your Evidensia Care Subscription with immediate effect, provided that you have first requested in writing that we remedy the failure and we have not done so within a reasonable time.

6. Consequences of the Evidensia Care Supscription ending

6.1 What happens when your subscription ends
When the termination or non-renewal of your Evidensia Care Subscription takes effect, you may no longer use or access the services or benefits. You no longer have any entitlement to the benefits, services or discounts under your Evidensia Care Subscription once it ends. Services, benefits or discounts not used before the subscription ends lapse and will not be compensated, unless otherwise provided by these Terms or by mandatory law.

7. How to terminate your Evidensia Care Subscription

7.1 How to terminate your subscription
If you wish to terminate your Evidensia Care Subscription, you may notify us by calling our customer care centre, contacting one of our clinics, or sending written notice (for contact details, see our website). To ensure that the termination is made by an authorised person, we may request the details and information needed to identify the customer, the subscription and the animal concerned.

8. Our right to end your Evidensia Care Subscription 

8.1 Our right to temporarily suspend or terminate your subscription
We are entitled to temporarily suspend access to services, benefits and discounts under Evidensia Care, or, if the circumstances are sufficiently serious, to terminate the subscription with immediate effect, if any of the following circumstances apply:

(a) the information you provided to us upon registration and entry into the Agreement is incorrect, incomplete or misleading;

(b) you otherwise materially breach the Agreement and do not remedy this within a reasonable time after we have drawn the breach to your attention;

(c) you fail to pay overdue subscription fees or other overdue amounts despite a payment reminder, and payment has still not been received by us within a reasonable time after the reminder;

(d) you or your Co-owner behave in a threatening, abusive, harassing or otherwise inappropriate manner towards our staff, or in a manner that means we cannot reasonably maintain a safe and secure working environment; or

(e) we have well-founded reason to suspect that the animal covered by the subscription is being subjected to intentional harm or serious neglect, whether by act or omission, by you or, where applicable, a registered Co-owner. Please note that we may also notify the relevant authorities in this regard.

If any of the above circumstances applies, we are entitled to temporarily suspend access to services, benefits and discounts under Evidensia Care until the breach has been remedied or payment has been received by us. During the suspension period, you are not entitled to use the subscription's services, benefits or discounts. Suspension does not mean that the subscription ends or that the obligation to pay subscription fees already due ceases. The subscription continues to run during the suspension period, and subscription fees will continue to be charged during that time in accordance with the applicable minimum term and the Terms otherwise.

If the subscription is terminated under this clause, you must pay all subscription fees and other amounts that fell due for payment before the termination. Interest on late payment, reminder fees and debt collection costs may be added in accordance with clause 10.4.

You are also obliged to pay for services, treatments, products or other benefits provided before the termination but not yet invoiced or paid. Such services, treatments, products or benefits will be charged at the prices and on the terms applicable at the time they were provided.

If you have paid the annual fee in advance, the portion relating to the period after the subscription ends will be refunded in accordance with clause 10.5.

8.2 Ending your Evidensia Care Subscription for other reasons
In exceptional cases, we may need to end Evidensia Care for other reasons. This may, for example, be due to organisational, regulatory or other business-related reasons that mean we can no longer provide the subscription.

If this occurs, we will notify you in writing at least 30 days in advance.

You will not then need to pay any subscription fees for the period after the subscription ends. If you have paid the annual fee in advance, we will refund the portion relating to the period after the subscription ends in accordance with clause 10.5.

9. If problems arise with the services or benefits

9.1 Questions, complaints and notice of claim
If you have questions or complaints regarding your Evidensia Care Subscription, please contact us through our customer care centre, our website, or any of our clinics.

Any objection to invoicing, or any claim for a price reduction or damages, must, in order to be enforceable, be raised within a reasonable time after the circumstance giving rise to the objection or claim was discovered, or should have been discovered. Notice of claim may be given orally or in writing.

9.2 Payment issues
If you have questions or complaints regarding payments under your Evidensia Care Subscription or your authorisation for automatic card payment, please contact us through our customer care centre, our website, or any of our clinics.

10. Price and payment

10.1 Price of the Evidensia Care Subscription
The price of your Evidensia Care Subscription is based on the services and benefits included in your Evidensia Care Subscription under the Agreement. The Evidensia Care Subscription applies at our standard prices and cannot be combined with other offers, promotions or discounts. The price is available at: evidensia.se/evidensiacare.

10.2 Payment
You pay for Evidensia Care either by paying the full annual fee when the Agreement is entered into, or by monthly payment via automatic card debit.

If you choose monthly payment, the monthly fee is charged once a month in accordance with the payment schedule applicable at the time the Agreement is entered into. Information on when the first and subsequent payments will be charged is provided when you enter into the subscription.

A total of twelve monthly fees are payable during each 12-month contract period.

By choosing monthly payment, you also give your authorisation for automatic card debit for future payments.

Upon renewal of the Agreement, the payment method you have chosen — monthly payment or advance payment of the annual fee — will continue to apply unless you notify us that you wish to change it.

You are also obliged to pay any other fees or amounts payable to us under these Terms. Such payments shall be made by automatic card debit or another payment method we specify from time to time.

We do not accept payment in cash or by cheque. Bank transfer or another electronic payment method may only be used if we specifically direct this.

You are responsible for ensuring that your card details are current and must notify us of any changes as soon as possible, and no later than before the next scheduled charge.

10.3 What happens if your automatic card debit fails
If your automatic card debit fails, we will attempt to charge the amount again. If we are still unable to charge the monthly fee after repeated attempts, we will send you a payment reminder.

If payment has still not been received by us within a reasonable time after we sent the payment reminder, we are entitled to temporarily suspend access to services, benefits and discounts under Evidensia Care in accordance with clause 8.1.

If payment is still not made thereafter, we are entitled to terminate your Evidensia Care Subscription in accordance with clause 8.1. We may also take steps to recover outstanding amounts in accordance with clause 10.4. You may receive communications from us by email, telephone or SMS in connection with a failed automatic card debit.

10.4 Recovery of overdue payments
We may take further action to recover overdue payments, and additional charges may apply.

If you fail to pay any amount due for payment under your Agreement with us on time, we may take further action to recover the outstanding amounts owed to us. Without prejudice to any other rights we may have, we are entitled:

(a) to refer overdue debts to a debt collection agency or other external party for recovery; and

(b) to charge compensation for payment reminders and debt collection costs, together with statutory interest on late payment.

10.5 Handling of refunds and payment of outstanding subscription fees and other charges
Where you are entitled to a refund, this will be processed by us and repaid using the same payment method used to pay for your Evidensia Care Subscription, unless otherwise required by law or you expressly agree to a different solution. Clause 5.1 applies to refunds arising from the exercise of the right of withdrawal.

If you need to pay any amount when your Evidensia Care Subscription ends, this must be paid as follows:

(i) we deduct it from any amounts we owe you and pay out any remaining balance (if any); or

(ii) via automatic card debit, where this follows from your authorisation; or

(iii) via another method we make available, such as an invoice sent by email with a secure payment link.

11. Limitation of Liability

11.1 Our liability for damage
Evidensia is liable for damage caused by error or negligence on Evidensia's part in the provision of Evidensia Care. Evidensia is not liable for indirect damage, consequential damage, loss of profit or other similar economic loss, unless otherwise provided by mandatory law. Evidensia is not liable for damage or delay caused by circumstances beyond Evidensia's reasonable control which Evidensia could not reasonably have foreseen or avoided. The limitations of liability in this clause do not apply in the case of personal injury, intent, gross negligence, or in other cases where a limitation of liability is not permitted under mandatory law.

These Terms govern only Evidensia's liability under the Evidensia Care Subscription. For veterinary care, treatments and other clinical services, the terms specifically applicable to such services also apply.

11.2 Your liability for damage
Evidensia is entitled to compensation for damage caused by you, your animal, or any other person for whom you are responsible, to the extent you are liable for the damage under law or these Terms. If your obligation to pay compensation under this clause would be unreasonably onerous, the compensation may be reduced.

12. How we use your personal data

12.1 Read our privacy policy
When you apply to join and participate in Evidensia Care, we collect personal data about you. We use your personal data only as set out in these Terms and in our privacy policy (available on our website). See also our privacy policy, Web and Privacy Policy Evidensia.se, for information on when and how we use your contact details to send marketing about our other products, services and benefits.

13. Other terms

13.1 Our right to assign the Agreement
We may assign our rights and obligations under the Agreement to a third party, for example in connection with a sale of Evidensia Sverige AB. If this occurs, we will notify you in writing. Such an assignment does not affect your rights under the Agreement.

13.2 If part of the Agreement is held invalid by a court
If a court finds that a part of the Agreement is invalid, the remaining parts shall continue to apply. If a provision of the Agreement is held to be invalid or unenforceable, this does not affect the other provisions, which continue to apply.

13.3 Our rights and conduct in the event of breach of contract
Even if we delay in enforcing our rights under the Agreement, we may still enforce them at a later time. If we choose not to act in respect of a particular breach of contract, this does not mean that we waive our right to act in respect of the same or a similar breach on a later occasion.

13.4 Governing law and where you may bring proceedings
The Agreement is governed by Swedish law.

If you are dissatisfied with your Evidensia Care Subscription, a fee, an invoice, or any other matter relating to the Agreement, you are always welcome to contact us first. We aim to resolve any questions or disputes amicably.

If we are unable to reach agreement, you, as a consumer, may refer the dispute to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN) for adjudication. You may submit a complaint via www.arn.se.

Matters relating to the professional practice of veterinary medicine or alleged mistreatment of an animal may instead be examined by the Disciplinary Board for Animal Health and Veterinary Care (Ansvarsnämnden för djurens hälso- och sjukvård), to the extent falling within that board's jurisdiction.

Disputes not examined by ARN or the Disciplinary Board for Animal Health and Veterinary Care, or where the parties do not accept the outcome of such examination, shall be determined by the Swedish general courts, unless otherwise provided by mandatory consumer legislation.

13.5 Force majeure
We are not liable for delays or shortcomings in the performance of the Agreement caused by circumstances beyond our reasonable control which we could not reasonably have foreseen or avoided when the Agreement was entered into. Examples of such circumstances include natural disasters, fire, war, epidemic, acts of terrorism, government decisions, government measures, new or amended legislation, labour disputes, disruptions to electricity, telecommunications or communications networks, medicine shortages, or other serious supply disruptions ("Force Majeure Event"). The same principle applies if a Force Majeure Event affects any of our suppliers or other business partners. For as long as a Force Majeure Event continues, we are relieved of liability for the performance that is prevented or delayed and are entitled to a reasonable extension of time to fulfil our obligations.

14. Changes to Evidensia Care

14.1 Changes to services and benefits
We may from time to time need to change the services and benefits included in Evidensia Care. Such changes will normally take effect only when your current contract period expires and the Agreement is renewed.

This does not apply, however, where the change is required due to law, a government decision, veterinary safety requirements, or other circumstances beyond our reasonable control. In such cases, the change may take effect at the time required by the circumstances.

14.2 Price changes
We may increase or decrease the price of Evidensia Care if the costs of providing the subscription change, or if a price change is otherwise commercially justified. A price change will normally take effect only when your current contract period expires and the Agreement is renewed.

14.3 Changes to the Terms
We may make minor changes to these Terms where necessary to comply with law or regulatory requirements, to correct errors or clarify the Terms, or to reflect changes to our systems or our offering.

Where we make a material change to the Terms, the change will normally take effect only when your current contract period expires and the Agreement is renewed.

14.4 Information on your right to terminate the Agreement in connection with a change during an ongoing contract period
We will inform you of material changes to services, benefits, prices or Terms before the changes take effect. If such a change adversely affects you and you do not wish to accept it, you have the right to terminate your Evidensia Care Subscription with effect from the end of the then-current contract period, or, where the change is permitted under these Terms to be implemented during an ongoing contract period, with immediate effect.

These Terms were updated on 1 September 2026 and replace all previously applicable terms and conditions for Evidensia Care.