On the first day of 2026, Deepinder Goyal, the founder of Zomato's parent company Eternal, publicly addressed the ongoing controversy surrounding the promise of 10-minute deliveries. This statement came against the backdrop of a massive nationwide strike by gig and platform workers on New Year's Eve, which saw significant participation across major Indian cities.
Goyal's Defense of the System and Worker Conditions
In a detailed post on social media platform X, Goyal acknowledged that no system is perfect and expressed a commitment to continuous improvement. However, he strongly contested the narrative circulating online about the exploitation of delivery partners. He argued that the reality of gig work is often misunderstood by those outside the ecosystem.
"If I were outside the system, I would also believe that gig workers are being exploited, but that's not true," Goyal stated. He emphasized that the actual working conditions and system mechanics differ vastly from the portrayal on social media by critics who may not grasp the operational design.
How the 10-Minute Delivery Promise Actually Works
Goyal provided a technical breakdown to demystify the much-discussed 10-minute delivery timeline for Blinkit, Zomato's quick-commerce arm. He explained that the process is not reliant on reckless speeding by delivery executives.
The model is engineered on efficiency and proximity. According to Goyal, once an order is placed, the items are picked and packed at the store in approximately 2.5 minutes. The delivery partner then collects the order. The key, he highlighted, is the dense network of dark stores located close to residential areas.
The average delivery distance is less than two kilometers, and partners travel at an average speed of around 15 kmph, taking roughly 8 minutes for the final leg. He clarified that delivery apps do not have a timer pressuring the rider, stating, "Delivery partners don’t even have a timer on their app to indicate what was the original time promised to the customer."
The Scale and Details of the Gig Workers' Strike
Goyal's comments were a direct response to a large-scale protest organized by the Gig and Platform Service Workers Union (GIPSWU). The union had called for a strike on 31 December 2025, demanding better rights, welfare, and dignity for all platform workers in India.
According to reports from the news agency PTI, the strike witnessed substantial participation. The union claimed that over 1 lakh (100,000) workers across 22 cities joined the protest. This included a significant contingent of nearly 14,000 of its members from major hubs like Delhi and Mumbai.
The strike involved workers from various segments of the gig economy shutting down their work-related applications for the day, effectively abstaining from providing services on New Year's Eve to make their collective action impactful.
Why Workers Choose Platform Jobs
In his post, Goyal also touched upon the fundamental question of why millions of Indians opt for platform work. He suggested that the perception of these jobs often misses the on-ground reality and the rational choices made by workers themselves.
He urged customers to directly ask their delivery partners about their work preferences. "Also, if you've ever wanted to know why millions of Indians voluntarily take up platform work and sometimes even prefer it to regular jobs, JUST ASK any rider partner when you get your next food or grocery order," Goyal wrote. He expressed confidence that such conversations would reveal honest and rational perspectives from the workers.
The statement from one of India's most prominent food-tech founders highlights the growing tension between the aggressive business models of quick-commerce platforms and the demands for better working conditions from the gig workforce that powers them. As the industry evolves, this dialogue between platform owners, workers, and the public is likely to intensify.
