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 NORWEGIAN VERSION OF THE GENERAL TERMS AND CONDITIONS. 

The Norwegian 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 Norwegian version shall prevail and be final and binding.

1.  General

1.1  These general terms and conditions (“the Terms”) and the agreement document for your chosen Evidensia Care subscription together constitute the agreement (“the Agreement”) between you and Evidensia Smådyr AS 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 prevail. 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 at least 18 years of age and that you are the owner of the animal specified in the agreement document and to which the Evidensia Care subscription applies.

1.3  The Agreement comes into force and your Evidensia Care subscription begins when you have signed the Agreement document and paid in accordance with clause 10.2. If the Agreement is entered into online or by telephone, and you have a right of withdrawal under 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 exercising your right of withdrawal under clause 5.1.

2.  Information about us and how to contact us

2.1  Who we are. Evidensia Care is operated by Evidensia Smådyr AS (“Evidensia”, “we” or “us”), which is part of IVC Evidensia. If you have any questions or concerns, please contact us via our customer support, our website or one 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 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 via email or text message, we consider you to have received the message as soon as it is sent, provided we are using the most recent details you have provided to us. We are not responsible for any issues arising from incorrect or out-of-date contact details. It’s easy to update your details – contact us via our customer support, 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.no/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 preventive healthcare service 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 offer pet insurance nor do we arrange pet insurance for 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 this animal and cannot be used for any other animal or transferred to another animal.

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

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 within the scope of the subscription. If you are charged for a service or benefit included in the Evidensia Care subscription, you may request a refund if we can verify that the service or benefit was covered by the Evidensia Care subscription at the time it was provided. You are not entitled to a refund for additional costs arising solely because you did not disclose the subscription and we could not reasonably identify the subscription.

3.6  We may 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 Agreement is renewed. We will notify you of the changes before the Agreement is renewed in accordance with clause 4.2 and the changes take effect. If you do not accept the changes, you may cancel your subscription in accordance with clause 7.

3.7  If you own your pet jointly with someone else (“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:

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

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

The Co-owner’s use of the services and benefits of your Evidensia Care subscription is subject to these Terms. You are liable to us for ensuring compliance with these Terms, and for all costs and charges arising in connection with the Co-owner’s use of the services and benefits of 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 the available options. This includes transferring or cancelling your Evidensia Care subscription. We will also inform you of any costs or consequences.

3.8  It is your responsibility to use the services and benefits included in your Evidensia Care subscription. Please note that no refunds will be given for services or benefits not used during the relevant contract period, either by us or by any other clinic in the IVC Evidensia Group in Norway. If you fail to attend an appointment without cancelling in accordance with the applicable guidelines, we are entitled to treat the missed appointment as a service or benefit used within the scope of 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 minimum term of 12 months.

4.2  Automatic renewal if notice is not given. If you do not cancel 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 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  Withdraw from the Agreement within the cooling-off period (applies if the Evidensia Care subscription is taken out online or by telephone, not at our clinics). If you apply to join Evidensia Care online or by telephone, you have a right of withdrawal in accordance with Act No. 27 of 20 June 2014 on the duty to provide information and the right of withdrawal in distance selling and sales outside of permanent business premises (the Right of Withdrawal Act). You may withdraw from the Agreement within 14 days from the date 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 withdrawal form, which is made available before the Agreement is concluded, or the withdrawal function available on our website when you apply to join Evidensia Care. You may also use the official form for exercising the right of withdrawal, which is available on the Government Forms Archive website. If you exercise your right of withdrawal, we will not charge any further subscription fees, and we will refund the 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 for your Evidensia Care subscription to commence before the withdrawal period expires, 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 exercise your right of withdrawal. If the service has been fully provided before the withdrawal period expires, you will only lose your right of withdrawal if the provision began at your express request and you had expressly acknowledged in advance that the right of withdrawal would be lost once the service was fully provided. We do not charge any specific fee for you withdrawing from the Agreement, nor do we claim any compensation for discounts or benefits that do not constitute services and benefits that have actually been provided. Nor do we claim payment for the remaining part of the contract period.

5.2  Ordinary termination during the contract period. If you terminate your Evidensia Care subscription during a contract period, it does not cease immediately but remains in force until the end of the relevant contract period. You are obliged to pay the subscription fees due during this period and remain entitled 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 special reasons. You may terminate your Evidensia Care subscription at any time in accordance with clause 7 if your pet has died or changed ownership. You must notify us of this in writing. If your pet has died, you must also submit documentation confirming the death. If your pet has changed ownership, you must also submit 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 relevant documentation. You are not obliged to pay for the remainder of the current contract period. Subscription fees already paid will not be refunded. If you have paid the full annual fee in one instalment, you are nevertheless 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 due to a material breach. You may terminate your Evidensia Care subscription at any time by sending us written notice detailing the breach, if we fail to a significant extent to provide the services and benefits to which you are entitled under your Evidensia Care subscription with reasonable care, and do not remedy the defect within a reasonable time after we received your written notice.

6.  Consequences of the Evidensia Care subscription being terminated

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 ceases.

7.  How to cancel your Evidensia Care subscription

7.1  If you wish to cancel your Evidensia Care subscription, please notify us by calling our customer service team, contacting one of our clinics or sending a written notice (contact details can be found on 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 relevant, 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:

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

(b)    your pet is no longer registered with us, except in cases where your pet has died,

(c)    you or, where applicable, the Co-owner, breach the Terms of the Agreement, including if you fail to pay us when payment is due and you still do not pay within a reasonable time after we have sent you a payment reminder, or

(d)    if we have outstanding claims relating to the animal covered by the Evidensia Care subscription, and these are not paid within a reasonable period after we have sent you a payment reminder, or

(e)    we have reason to believe that you are deliberately harming your pet through your actions or omissions. Please note that we may also notify the authorities in this regard.

If we terminate the 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 part of the 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 with 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 one lump sum, you are entitled to a refund in accordance with clause 10.5 for the remaining part of the contract period.

9.  If you experience problems with the services or benefits

9.1  Questions and complaints. If you have any questions or complaints regarding your Evidensia Care subscription, please contact us via our customer support, our website or one of our clinics.

9.2  Payment issues. If you have any questions or complaints regarding payments under your Evidensia Care subscription or your consent to direct debit, please contact us via our customer support, our website or one of our clinics.

10.  Price and payment

10.1  The price of the Evidensia Care subscription can be found on our website: evidensia.no/evidensiacare. 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 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 the first payment to us by debit or credit card, whether you choose to pay the full annual fee in one go or to pay monthly via direct debit. When the Agreement is entered into, you must pay either the full annual fee or, if you have chosen monthly payments, the first monthly fee for your Evidensia Care subscription. If you have chosen 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 is charged on the last day of the month. If you choose monthly payments, you pay a total of 12 monthly fees in each 12-month contract period. After the final monthly payment, your subscription will continue to run until the same date in the month in which the Agreement was entered into. In connection with the first monthly payment, direct debit authorisation is automatically set up for future monthly payments. You must also pay other amounts and fees that, under these Terms, are payable to us via direct debit or another payment method we make available when the payment is due. We do not accept cash or cheques. Electronic payment services or bank transfers may only be used if we expressly state this. We will provide you with a direct debit authorisation form, or a link to set up 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 automatic card payment fails. If an automatic card payment fails, we will attempt to charge the amount again. If we are still unable to charge the monthly fee after our repeated attempts, we will send you a reminder. If payment has still not been received 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 steps to recover outstanding amounts in accordance with clause 10.4. You may receive notifications from us via email, telephone call or text message in connection with a failed automatic card charge.

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

(a)    refer overdue claims to our debt collection department or external debt collection agencies for recovery; and

(b)    claim compensation for payment reminders and debt collection costs, as well as statutory interest on late payments.

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

(a)    If you are entitled to a refund, this will be processed by us and refunded using the same payment method used to pay for your Evidensia Care subscription, unless otherwise required by applicable law or you expressly agree to an alternative arrangement. For refunds following the exercise of the right of withdrawal, clause 5.1 applies.

(b)    If you are required to pay an amount when your Evidensia Care subscription ends, this shall be paid as follows: (i) we will deduct it from any amounts we owe you and pay out the remaining amount (if any), or (ii) via direct debit, if this is in accordance with your consent, or (iii) via another method that we make available, such as an invoice sent by email with a secure payment link.

10.6  We may increase or reduce the price of your Evidensia Care subscription. We may do this if the cost of providing the benefits under the Evidensia Care subscription you have chosen 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 inform you of the changes before the Agreement is renewed in accordance with clause 4.2 and the changes take effect. If you do not accept the changes, you may cancel your subscription in accordance with clause 7.

11.  Limitation of Liability

11.1  Evidensia is liable for any loss you suffer as a result of error or negligence on the part of Evidensia in the provision of services and benefits under your Evidensia Care subscription, to the extent that such liability arises under applicable Norwegian law. Evidensia is not liable for any loss that could not reasonably have been foreseen as a possible consequence of the breach. Nothing in these terms limits your rights under mandatory Norwegian consumer legislation or Evidensia’s liability for personal injury or loss caused by gross negligence or wilful misconduct. Liability for circumstances beyond Evidensia’s control is governed by clause 13.6.

11.2  You acknowledge that a decision by Evidensia not to take action following your breach of these terms shall not be construed as a waiver by Evidensia of its right to take legal action in other instances 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 only use your personal data in accordance with what is 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 the sale of Evidensia Smådyr AS. 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 one else has rights under the Agreement. The Agreement is between you and us. No other person has the right to enforce the Agreement or has any rights against us or any other company in the IVC Evidensia Group. You may not assign the Agreement without our prior written consent.

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

13.4  Even if we are late in enforcing our rights under the agreement, we may still enforce them at a later date. If we do not immediately require you to fulfil an obligation under the agreement, or if we delay taking action against you as a result of your breach of the agreement, this does not mean that you are no longer required to fulfil that obligation. Nor does it prevent us from taking action against you at a later date.

13.5  Which laws apply to the Agreement, and where you can bring a claim. The Agreement is governed by Norwegian law. Disputes between you and Evidensia shall be dealt with by a competent court in Norway. If you are a consumer resident in Norway, you may bring a claim before the court in your place of residence. Evidensia may only bring a claim against you before the court in your place of residence, unless otherwise required by mandatory law. As a consumer, you may also refer the matter to the Norwegian Consumer Authority for mediation at forbrukertilsynet.no and, if the conditions for consideration are met, to the Consumer Complaints Board. A complaint to the Consumer Complaints Board may be submitted if mediation with the Norwegian Consumer Authority has not led to a resolution.

13.6  Force majeure. We shall not be liable to you for any failure or delay in performing the agreement or any part of these terms to the extent that this is due to an event beyond our reasonable control, which we could not reasonably have been expected to have taken into account at the time of entering into the agreement, and which we could not reasonably have avoided or overcome the consequences of. Such events may include, for example, flooding, lightning strikes, fire, war, epidemics, acts of terrorism, government decisions, 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 that we have engaged. For as long as the force majeure event persists, we are exempt from liability for the performance that is prevented or delayed, and we are entitled to a reasonable extension of the deadline for fulfilling our affected obligations.

14.  We may make changes to these Terms

14.1  We may from time to time make minor changes to these Terms where necessary to ensure 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, it 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 inform you of the changes before the Agreement is renewed in accordance with clause 4.2 and the changes take 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 27 May 2026.