General Terms and Conditions for Evidensia Care

Welcome to Evidensia Care! Evidensia Care is our subscription service that gives you access to certain services and benefits at a fixed 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 general terms and conditions (“the Terms”) and the contract document relating to your chosen Evidensia Care subscription together constitute the agreement (“the Agreement”) between you and Evidensia Sverige AB concerning your Evidensia Care subscription (“the Evidensia Care subscription”). In the event of any conflict between the Terms and the contract 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 By entering into the Agreement, you confirm that you are aged 18 or over and that you are the owner of the animal specified in the contract document and to which the Evidensia Care subscription relates.

1.3 The Agreement comes into force and your Evidensia Care subscription commences when you have signed the contract document and made payment in accordance with clause 10.2. If you enter into the Agreement online or by telephone and you have a right of withdrawal in accordance with clause 5.1, your Evidensia Care subscription will only take effect during the withdrawal period if you have expressly requested this and confirmed that you are aware of the obligation to pay for services and benefits provided before the right of withdrawal is exercised, in accordance with clause 5.1.

1.4 Customer Club. By joining and using the Evidensia Care subscription, you automatically become a member of Evidensia’s Customer Club and will receive information and offers from the Customer Club. For more information about the Customer Club, see our website at evidensia.se/om-evidensia/evidensia-plus/.

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 is part of IVC Evidensia. If you have any questions or issues, please contact us via our customer care centre, our website or any of our clinics. 

2.2 Our company details. Our company details are as follows:

2.3 How we contact you. We usually contact you by email, but we may also contact you by text message or telephone call if necessary. Please note that it is your responsibility to keep your contact details (such as your email address, postal address and telephone number) up to date throughout your Evidensia Care subscription. If we contact you by email or text message, we consider you to have received the message as soon as it has been sent, provided we are using the most recent details you have provided to us. We are not liable for any problems caused by incorrect or out-of-date contact details. It is easy to update your details – simply contact us via our customer care centre, our website or your nearest clinic. 

3. Evidensia Care

3.1 A description of the services and benefits included in Evidensia Care can be found on our website: evidensia.se/evidensiacare. Information about the services and benefits included in your chosen Evidensia Care subscription is set out in the Agreement.

3.2 The Evidensia Care subscription is a preventative healthcare programme for animals. It is not pet insurance and is not intended to replace pet insurance. We recommend that you, as a customer, also take out suitable pet insurance with an insurance company. We do not provide pet insurance, nor do we act as an intermediary for pet insurance on behalf of our customers. 

3.3 Your Evidensia Care subscription is linked to the animal specified in the Agreement. When you enter into the Agreement, you will be asked to confirm the name of the animal to be covered. Your Evidensia Care subscription is linked to that pet and cannot be used for any other pet or transferred to another pet.

3.4 As a member of Evidensia Care, you are responsible for ensuring that your pet visits one of our clinics regularly to access the services and benefits included in the Evidensia Care subscription. If you have any questions or concerns regarding your pet’s health or the care it has received, you should contact us directly via our customer care centre, our website or one of our clinics.

3.5 It is your responsibility to inform us or the clinic you are visiting that you have an Evidensia Care subscription when you book an appointment or use services and benefits under your Evidensia Care subscription. If you are charged for a service or benefit included in your Evidensia Care subscription, you may request a refund, provided that we can verify that the service or benefit was covered by your Evidensia Care subscription at the time it was provided. You are not entitled to a refund for additional costs arising from your failure to inform us or the clinic you are visiting about your Evidensia Care subscription, and where we could not reasonably have identified the subscription.

3.6 We may need to make changes to the services and benefits included in your Evidensia Care subscription. Such changes will not apply to your Evidensia Care subscription during the current contract period. The changes will only take effect when your Contract is renewed. We will notify you of the changes before the Contract is renewed in accordance with clause 4.2 and the changes come into force. If you do not accept the changes, you may cancel your subscription in accordance with clause 7.

3.7 If you jointly own your pet with another person (the “Co-owner”) and the Co-owner is registered in our records system, by entering into the Agreement you agree that the Co-owner may use the services and benefits of your Evidensia Care subscription for your pet. We may:

The Co-owner’s use of the services and benefits under your Evidensia Care subscription is subject to these Terms and Conditions. You are responsible to us for ensuring compliance with these Terms and Conditions 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 pet changes, or if you no longer wish the Co-owner to have access to the services and benefits of your Evidensia Care subscription, you must notify us as soon as possible. Once we have received your notification, we will inform you of your available options, which may include transferring or cancelling your Evidensia Care subscription, and we will inform you of any costs or consequences.

3.8 It is your responsibility to make use of the services and benefits included in your Evidensia Care subscription. Please note that no refund will be given for services or benefits that have not been used during the relevant contract period, either by us or by any other clinic within the IVC Evidensia Group in Sweden. If you fail to attend an appointment without cancelling in accordance with the applicable policies, we are entitled to treat the missed appointment as a service or benefit used under your Evidensia Care subscription.

4. Term of the Evidensia Care subscription

4.1 Your Evidensia Care subscription is a rolling contract. Each contract period for the Evidensia Care subscription has a fixed term of 12 months.

4.2 Automatic renewal if notice of termination is not given. If you do not terminate your Evidensia Care subscription at least 30 days before the end of the current contract period, the Agreement will be automatically renewed for a further period of 12 months at a time. We will send you a reminder regarding the automatic renewal no later than 1 month before the final day on which you must cancel your Evidensia Care subscription if you do not wish the Agreement to be automatically renewed. If you cancel the Agreement with 30 days’ notice, it will cease to apply at the end of the current contract period.

5. Your right to cancel your Evidensia Care subscription

5.1 Withdrawing from the Agreement during the cooling-off period (applies if the Evidensia Care subscription is taken out online or by telephone, not when visiting our clinics). If you apply to join Evidensia Care online or by telephone, you have a statutory right to withdraw under the Distance Contracts and Off-Premises Contracts Act (2005:59). You may withdraw from the Agreement within 14 days of the date on which the Agreement comes into force. To exercise your right of withdrawal, you must notify us that you wish to withdraw from the Agreement in accordance with these Terms and Conditions. You may also use our right of withdrawal form, which is provided to you before the Agreement is concluded, or use the right of withdrawal function available on our website when you apply to join Evidensia Care. You may also use the Swedish Consumer Agency’s standard form for exercising the right of withdrawal, which is available on the Swedish Consumer Agency’s website. If you exercise your right of withdrawal, we will not charge any further subscription fees and we will refund any subscription fees you have already paid without undue delay and no later than 14 days from the date we received your notification. If you wish your Evidensia Care subscription to commence before the withdrawal period has expired, you must expressly request this at the time of entering into the contract. You must also confirm that you are aware that we may charge a proportionate share of the agreed price, to the extent that this is reasonable, for a service that has been partially performed before you exercised your right of withdrawal. If a service has been fully performed before the withdrawal period has expired, you will lose your right of withdrawal only if you have expressly consented to the service commencing and agreed that there is no right of withdrawal once the service has been fully performed. We do not charge any specific fee for cancellation, nor do we claim any compensation for discounts or benefits that do not constitute services or benefits actually provided. Nor do we charge any payment for the remainder of the contract period. 

5.2 Ordinary termination during the contract period. If you terminate your Evidensia Care subscription during a contract period, it will not cease immediately but will continue to apply until the end of the current contract period. You are obliged to pay the subscription fees due during this period and retain the right to use the services and benefits included in your Evidensia Care subscription. This does not apply if, under these Terms and Conditions, you are entitled to withdraw from or terminate the Agreement free of charge in accordance with this clause 5.

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 pet has died or changed ownership. In such cases, you must notify us in writing. If your pet has died, you must also submit documentation proving the death. If your pet has changed ownership, you must also provide documentation confirming the change of ownership. Your Evidensia Care subscription and the Agreement will then cease to apply 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 current contract period. Subscription fees already paid will not be refunded. However, if you have paid the full annual fee in one instalment, you are entitled to a refund in accordance with clause 10.5 for the remaining months of the current contract period. 

5.4 Termination of your Evidensia Care subscription in the event of a material breach. You may terminate your Evidensia Care subscription at any time by sending us a written notice detailing the breach, if we materially fail to provide the services and benefits to which you are entitled under your Evidensia Care subscription with reasonable care and do not remedy the breach within a reasonable time from when we received your written notice.

6. Consequences of the termination of the Evidensia Care subscription 

6.1 Once the termination or non-renewal of your Evidensia Care subscription takes effect, you will no longer be able to use or access the services or benefits. You will no longer be entitled to any of the benefits, services or discounts under your Evidensia Care subscription once it ends.

7. How to cancel your Evidensia Care subscription

7.1 If you wish to cancel your Evidensia Care subscription, you must notify us by calling our customer care centre, contacting one of our clinics or sending a written notice (for contact details, see our website). When you notify us that you wish to cancel your Evidensia Care subscription, please provide your name, address, details of your pet and, where applicable, your telephone number and email address.

8. Our right to terminate your Evidensia Care subscription 

8.1 We may terminate your Evidensia Care subscription with immediate effect at any time for any of the following reasons:

If we terminate your Evidensia Care subscription for any of the above reasons (a)–(e), you must pay any outstanding subscription fees and other amounts relating to the period up to and including the date of termination. Additional charges for late payment may also apply as explained in clause 10.4. If you have paid the full annual fee in one instalment, you are entitled to a refund in accordance with clause 10.5 for the remaining months of the current contract period. 

8.2 Termination of your Evidensia Care subscription in other circumstances. We may terminate your Evidensia Care subscription at any time for other reasons, subject to 30 days’ written notice. If we terminate your Evidensia Care subscription in accordance with this clause 8.2, you are not obliged to pay the monthly fees for the remainder of the current contract period, and if you have paid the full annual fee in a single instalment, you are entitled to a refund in accordance with clause 10.5 for the remaining months of the current contract period.

9. If problems arise with the services or benefits

9.1 Enquiries and complaints. If you have any enquiries or complaints regarding your Evidensia Care subscription, please contact us via our customer care centre, our website or any of our clinics. 

9.2 Payment issues. If you have any questions or complaints regarding payments under your Evidensia Care subscription or your authorisation for direct debit, please contact us via our customer care centre, our website or any of our clinics.

10. Price and payment

10.1 The price of the Evidensia Care subscription is available on our website: evidensia.se/evidensiacare. The price of your Evidensia Care subscription is based on the services and benefits included in your Evidensia Care subscription as set out in the Agreement. The Evidensia Care subscription is subject to our standard prices and cannot be combined with other offers, promotions or discounts. Price changes are governed by clause 10.6.

10.2 Payment. You make your first payment to us by debit or credit card, regardless of whether you choose to pay the full annual fee in one go or to pay monthly via direct debit. Upon entering into the Agreement, you must pay either the full annual fee or, if you have opted for monthly payments, the first monthly fee for your Evidensia Care subscription. If you have opted for monthly payments, the first monthly fee covers the entire month in which the Agreement was entered into, regardless of the day of the month. Thereafter, the monthly fee will be debited on the last day of the month. If you choose monthly payments, you will pay a total of 12 monthly fees during each 12-month contract period. After the final monthly payment, your subscription will continue to run until the same date in the month on which the Agreement was entered into. In connection with the first monthly payment, a direct debit will be set up for future monthly payments. You must also pay any other amounts and charges that, under these Terms and Conditions, are payable to us via direct debit or any other payment method we provide when the payment is due. We do not accept cash or cheques. Electronic payment services or bank transfers may only be used if we specifically instruct you to do so. We will provide you with a direct debit authorisation form, or a link to set up your direct debit online, when you apply to join Evidensia Care. You must notify us of any changes to your card details as soon as possible and no later than before the next scheduled direct debit.

10.3 What happens if your direct debit fails. If your direct debit fails, we will attempt to debit the amount again. If we are still unable to debit the monthly fee after our 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 reminder, we are entitled to terminate your Evidensia Care subscription with immediate effect in accordance with clause 8.1(c). We may also take action to recover outstanding amounts in accordance with clause 10.4. You may receive notifications from us via email, telephone or text message in the event that an automatic card debit has failed.

10.4 We may take further action to recover overdue payments, and additional charges may apply. If you fail to pay any amount due 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:

10.5 Handling of refunds and payment of outstanding subscription fees and other charges. 

10.6 We may increase or decrease the price of your Evidensia Care subscription. We may do this if the cost of providing the benefits under your chosen Evidensia Care subscription increases significantly. Such changes will not apply to your Evidensia Care subscription during the current contract period. The changes will only take effect when your Agreement is renewed. We will notify you of the changes before the Agreement is renewed in accordance with clause 4.2 and the changes come into force. If you do not accept the changes, you may cancel your subscription in accordance with clause 7.

11. Limitation of Liability

11.1 Evidensia’s liability is limited to direct loss or damage suffered by you as a result of error or negligence in the performance of the service under the Evidensia Care subscription. Evidensia shall not be liable for indirect damage, consequential damage or pure financial loss, such as loss of profit, loss of production, loss of income, loss of data or other similar consequential damage. Evidensia shall not be liable for damage or delay arising from circumstances beyond Evidensia’s control and which Evidensia could not reasonably have foreseen or overcome. Evidensia’s total liability for damages under the Agreement is, unless otherwise required by mandatory law, limited to an amount equivalent to the annual fee for your Evidensia Care subscription. This limitation of liability does not apply in the event of personal injury or damage caused by gross negligence or wilful misconduct.

11.2 You acknowledge that any decision by Evidensia not to take action as a result of your breach of these Terms shall not be construed as a waiver by Evidensia of its right to take legal action in any other instance where you breach these Terms.

12. How we use your personal data

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

13. Other terms

13.1 We may transfer our rights and obligations under the Agreement to a third party, for example in connection with a sale of Evidensia Sverige AB. We will always inform you in writing if this occurs and we will ensure that the transfer does not affect your rights under the Agreement.

13.2 No other person has any rights under the Agreement. The Agreement is between you and us. No other person is entitled to rely on the Agreement and has no rights against us or any other company within the IVC Evidensia Group. Your assignment of the Agreement requires our prior written consent.

13.3 If a court finds that any part of the Agreement is invalid, the remaining parts shall continue to apply. Each provision of these Terms and Conditions is separate. If a court or other competent authority decides that any of them is invalid, the remaining provisions shall continue to apply in full.

13.4 Even if we delay in enforcing our rights under the Agreement, we may still enforce them at a later date. If we do not immediately require you to do something you are obliged to do under the Agreement, or if we delay taking action against you because you have breached the Agreement, this does not mean that you are not required to do these things, nor does it prevent us from taking action against you at a later date. We may therefore still exercise our rights at a later date.

13.5 Which laws apply to the Agreement and where you can bring a claim. The Agreement is governed by Swedish law. Disputes shall be settled by the ordinary courts in Sweden. As a consumer, you also have the option of referring the dispute to the Swedish National Board for Consumer Complaints (ARN) for adjudication. ARN is an approved body for alternative dispute resolution. You can submit a complaint via www.arn.se or in writing by post to the Swedish National Board for Consumer Complaints, Box 174, 101 23 Stockholm.

13.6 Force majeure. We shall not be liable to you for any failure or delay in the performance of the Agreement or any part of these Terms to the extent that such failure or delay is caused by an event beyond our reasonable control and which we could not reasonably have been expected to have foreseen at the time the Agreement was entered into, or the consequences of which we could not reasonably have avoided or overcome, such as flooding, lightning strikes, fire, war, epidemics, acts of terrorism, decisions by public authorities, new or amended legislation, industrial action, blockades, accidents, interruptions or shortages in energy supply, serious disruptions to telecommunications, data or other communications, national or regional shortages of medicines, or delays in the supply chains for medicines and clinical equipment (‘Force Majeure Event’). The same applies if such a Force Majeure Event affects a supplier or other third party engaged by us. For the duration of a Force Majeure Event, we shall be exempt from liability for any performance that is prevented or delayed and shall be entitled to a reasonable extension of the time allowed for the fulfilment of our relevant obligations.

14. We may make changes to these Terms

14.1 We may, from time to time, make minor changes to these Terms as required to facilitate compliance with laws and regulatory requirements, to correct errors, to clarify terms, or to reflect changes in how our systems operate or improvements to our offering.

14.2 If we need to make a material change to these Terms, they will not apply to your Evidensia Care subscription during the current contract period. The changes will only take effect when your Agreement is renewed. We will notify you of the changes before the Agreement is renewed in accordance with clause 4.2 and the changes come into effect. If you do not accept the changes, you may cancel your subscription in accordance with clause 7.

14.3 These Terms were last updated on 2 June 2026.