Zomato co-founder and CEO Deepinder Goyal has clarified that the platform’s ten-minute delivery model is driven by nearby restaurant density, not rider speed, while addressing concerns over worker safety, penalties, insurance, and traffic rule violations.

India’s growing appetite for instant deliveries has brought convenience to millions-but it has also raised pressing questions about worker safety and ethical business practices.

Responding to these concerns, Zomato co-founder and CEO Deepinder Goyal has sought to clarify how the company’s much-discussed ten-minute delivery model actually works.

In a detailed response to public queries, Goyal stated that faster deliveries are not achieved by pushing delivery partners to rush through traffic, but by ensuring a dense network of restaurants located close to customers.

According to him, the model relies on logistics planning rather than speed-based pressure.

“Ten-minute delivery is a function of store density near your home and not how fast our partners deliver your orders,” Goyal said, attempting to allay fears that such promises could encourage reckless driving or unsafe work conditions.

No Incentive for Risky Driving, Says Zomato

Addressing allegations that delivery partners are implicitly encouraged to break traffic rules, Goyal said Zomato does not reward unsafe behaviour and actively discourages violations.

He emphasised that delivery time estimates are algorithm-driven and factor in real-world conditions such as traffic congestion, weather, and distance.

Goyal also clarified that delivery partners are not penalised for late deliveries caused by factors beyond their control. “There are no late penalties imposed on partners for delays due to traffic, restaurant preparation time, or unforeseen circumstances,” he noted.

The company, he added, uses internal monitoring systems to flag unsafe riding patterns and claims to prioritise safety messaging for its delivery workforce. These assurances come at a time when viral videos and first-hand accounts from delivery partners have highlighted the daily risks faced on Indian roads.

Insurance and Gig Worker Welfare

Another major concern raised by users related to insurance coverage and social security for gig workers—an issue that has long plagued India’s platform economy.

Goyal reiterated that Zomato provides insurance coverage to delivery partners during active delivery hours, including accident and medical insurance.

However, gig workers’ unions and labour rights advocates argue that insurance alone is insufficient. They point out that many riders face income loss during recovery periods, lack paid leave, and have limited access to long-term social security benefits.

While Zomato maintains that its flexible work model empowers partners to choose their hours, critics say flexibility often comes at the cost of stability, especially for workers who depend on daily earnings to survive.

The Larger Debate on Ultra-Fast Deliveries

Zomato’s clarification comes amid a broader national debate on ultra-fast delivery models being adopted across food delivery, grocery, and quick commerce platforms.

Companies have increasingly marketed speed as a key differentiator, promising deliveries in 10 minutes-or even less.

Labour experts warn that such timelines, even if technically feasible through logistics optimisation, can create indirect pressure on delivery workers to meet unrealistic expectations.

Consumer psychology, they argue, plays a significant role, as customers may blame riders for delays rather than understanding systemic constraints.

Road safety data further adds urgency to the debate. India already accounts for one of the highest numbers of road accident fatalities globally, with delivery riders forming a vulnerable group due to long working hours, traffic exposure, and performance-linked earnings.

Regulatory Silence and Policy Gaps

Despite the rapid expansion of the gig economy, regulatory frameworks to protect platform workers remain fragmented. While the Indian government has acknowledged gig and platform workers under the Code on Social Security, 2020, implementation on the ground has been slow.

Many delivery partners remain unaware of their entitlements, and enforcement mechanisms are still evolving. In this policy vacuum, companies largely self-regulate-making transparency and accountability critical.

Goyal’s public statements are being viewed by some as a step towards greater openness, but activists stress that verbal assurances must be matched by independent audits, publicly accessible data, and meaningful engagement with delivery partners.

Voices from the Ground

Delivery partners themselves often describe a complex reality. While some appreciate flexible schedules and quick payouts, others speak of algorithmic opacity, fluctuating incentives, and the constant tension between speed and safety.

Several riders have previously told media outlets that even without explicit instructions, the fear of lower ratings, fewer orders, or reduced earnings can push them to take risks.

This gap between policy and lived experience remains a central challenge for platform-based work.

The Logical Indian’s Perspective

Convenience should never be built on invisible human costs. While Zomato’s clarification that speed comes from proximity-not pressure-is reassuring, it also underscores the need for transparent systems that genuinely protect those who power the platform.

True progress lies not just in faster deliveries, but in safer roads, fair earnings, and dignified working conditions. Companies, regulators, consumers, and workers must engage in honest dialogue to ensure innovation does not outpace empathy.