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Zomato (/zoʊˈmæˈtoʊ/ or /zoʊˈmɑːˈtoʊ/)[3] is an Indian online food ordering and delivery service owned by Eternal Limited. Created in 2008 by Deepinder Goyal and Pankaj Chaddah, it began as a restaurant aggregator, providing menu information, user reviews, and recommendations, and expanding to more than 20 countries.[4] In 2015, Zomato entered the food delivery market in India, which soon after became its core business. As of 2023, it provides food delivery and table reservation options in more than 800 Indian cities, and restaurant discovery services in the UAE.[5]

Key Information

History

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Early years (2008–2010)

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On 10 July 2008, Deepinder Goyal and Pankaj Chaddah launched a restaurant-listing website named FoodieBay, while working at Bain & Company. They quit their jobs in November 2009 to focus on the website full-time, and incorporated the company on 18 January 2010 as DC Foodiebay Online Services Private Limited.[6][7] In November 2010, the website was renamed Zomato as they were unsure if they would "just stick to food" and to avoid a potential naming conflict with eBay.[6][8] A mobile app for Zomato was released the following month.[9]

Expansion (2011–2015)

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Zomato logo in 2012
Availability of Zomato in 2015

With the introduction of .xxx domains in 2011, Zomato also launched zomato.xxx, a site dedicated to food porn.[10] Later in 2011, Zomato introduced online ticketing for events on its website.[11]

In 2011, Zomato expanded across India to Delhi NCR, Mumbai, Bangalore, Chennai, Pune, Ahmedabad and Hyderabad.[12] In 2012, it expanded operations internationally in several countries, including the United Arab Emirates, Sri Lanka,[13] Qatar,[14] the United Kingdom,[15] the Philippines,[14] and South Africa.[16] In 2013, it expanded to New Zealand,[17] Turkey, Brazil, and Indonesia, with websites and apps available in Turkish, Portuguese, Indonesian, and English languages.[18] In April 2014, it was launched in Chile and Portugal, which was followed by launches in Canada, Lebanon, and Ireland in 2015.[19][20][21]

In January 2015, Zomato acquired Seattle-based restaurant discovery portal Urbanspoon, which led to the firm's entry into the United States and Australia.[22] This U.S. expansion brought Zomato into direct competition with similar models such as Yelp and Foursquare.[22] In June 2015, Zomato announced the closure of Urbanspoon, with its traffic being redirected to Zomato.[23]

Entry into food delivery (2015–2019)

[edit]
Zomato's logo from 2016 to 2018

In March 2015, Zomato started its food delivery service in India,[24] initially partnering with hyperlocal logistics companies such as Delhivery, Grab and Runnr to fulfill deliveries from restaurants that did not have their own delivery service.[25][26] After acquiring Runnr in 2017, it transitioned to delivering with its own fleet.[26][27]

In January 2016, it launched table reservation feature on its application in India.[28]

In February 2017, it introduced a paid membership program called Zomato Gold using which subscribers could get offers and discounts on dining and food delivery at Zomato's partner restaurants.[29]

In March 2019, Zomato's UAE food delivery business was sold to Talabat.[30]

2020–present

[edit]

In January 2020, Zomato acquired Uber Eats' India business in an all-stock deal, giving Uber a 9.99% stake in the company. Consequently, Uber Eats redirected its Indian users, restaurants, and delivery partners to the Zomato platform. The deal was estimated to increase Zomato's market share to 52%, after the absorption of Uber Eats' 5% market share.[31]

Between April and June 2020, owing to a rising demand for online grocery ordering amid the COVID-19 lockdown, Zomato delivered groceries and essentials under a service named Zomato Market in over 80 Indian cities.[32][33] In April 2020, it introduced contactless dining at its partner restaurants.[34] In May 2020, Zomato started delivering alcohol in West Bengal, Jharkhand, and Odisha,[35] before pulling out in April 2021, citing poor unit economics and scalability.[36]

In November 2021, Zomato announced that it would cease its services in all countries except India and the UAE.[37] By early 2024, it had completed the liquidation of more than 10 overseas subsidiaries, which were primarily focused on restaurant discovery and reviews.[38][39][40]

In April 2022, Zomato launched a pilot of 10-minute food delivery called Zomato Instant.[41] It was shut down within a year, and relaunched as Zomato Quick in January 2025.[42]

In August 2022, Zomato launched an inter-city food delivery service called Legends,[43] which was stopped two years later.[44]

Security breaches

[edit]

On 4 June 2015, an Indian security researcher hacked the Zomato website and gained access to information about 62.5 million users. Using the vulnerability, he was able to access the personal data of users such as telephone numbers, email addresses, and Instagram private photos using their Instagram access token. Zomato fixed the issue within 48 hours of it becoming apparent.[45]

On 18 May 2017, a security blog called HackRead claimed that over 17 million Zomato user records including emails and password hashes had been stolen due to a security breach. The company stated that no payment information or credit card details were stolen.[46] The hacker removed the stolen user data from the dark web after Zomato agreed to start a bug bounty program.[47]

Feeding India

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Started in 2014 by Ankit Kawatra, Feeding India is a nonprofit organisation which serves free meals to underprivileged people with the help of volunteers.[48] Feeding India was acquired by Zomato in July 2019.[49] In May 2022, Zomato claimed that Feeding India was serving over 200,000 meals every day under its Daily Feeding Program.[50]

Zomato Feeding India has organised benefit concerts in Mumbai to raise awareness about malnutrition in India; it was headlined by Post Malone (in 2022)[51] and Dua Lipa (in 2024).[52]

District

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District is an app operated by Zomato, allowing users to discover and reserve tables at restaurants, and book tickets for movies and live events. It was launched in November 2024, after Zomato's acquisition of Paytm's entertainment and ticketing business–Orbgen Technologies Pvt. Ltd. (TicketNew) and Wasteland Entertainment Pvt. Ltd. (Insider)–with approximately 280 employees transitioning to Zomato.[53][54][55]

See also

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References

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[edit]
Revisions and contributorsEdit on WikipediaRead on Wikipedia

Zomato

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from Grokipedia

Zomato Limited is an Indian multinational company that operates platforms for discovery, online , quick , and dining-out services. Founded in 2008 by Deepinder Goyal and Pankaj Chaddah as Foodiebay—a simple online directory—in , it rebranded to Zomato in 2010 and pivoted to broader food tech operations.
Headquartered in Gurugram, Zomato expanded internationally before refocusing primarily on , where it connects millions of users, , and delivery partners through its app and website, facilitating billions in gross order value annually. The company went public on the National Stock Exchange and in 2021, achieving status earlier through acquisitions and funding exceeding $1 billion, and has since diversified via the 2022 purchase of firm and entry into entertainment ticketing.
By 2025, Zomato reported revenue from operations surging 64.4% year-over-year to ₹5,405 in the third quarter, driven by commissions, advertising, and platform fees, while attaining consistent profitability amid competition from rivals like . Notable achievements include pioneering delivery models and leveraging data for insights via Hyperpure, though it has faced operational controversies such as delivery partner welfare disputes and advertising backlash, reflecting challenges in scaling .

Company Overview

Founding and Leadership

Zomato was founded on 10 July 2008 by Deepinder Goyal and Pankaj Chaddah as FoodieBay, an online platform initially focused on listing restaurant menus in Gurugram, India. At the time, both founders were employed as consultants at Bain & Company in Delhi, where Goyal, an IIT Delhi alumnus with a master's in mathematics and computing, identified the need for digitized restaurant information after colleagues repeatedly requested menu details during lunch breaks. The platform began with manual scanning of physical menus from local eateries, serving over 2 million users and listing 8,000 restaurants by 2010. In November 2010, FoodieBay rebranded to Zomato, derived from "zomato" as a fusion of "zest" and "gastronome" to reflect ambitions beyond mere food listings, including expansion into and broader discovery services. This shift marked the company's pivot toward a comprehensive restaurant discovery tool, distancing it from connotations associated with "bay" in the original name. Deepinder Goyal has served as Zomato's CEO and managing director since its inception, guiding its evolution from a aggregator to a global giant. Pankaj Chaddah, the co-founder, contributed to early operations but exited the company in 2017 to pursue independent ventures. Under Goyal's leadership, Zomato navigated competitive pressures and achieved public listing in 2021, with the CEO retaining significant equity and strategic control.

Corporate Evolution and Rebranding

Zomato was initially launched as Foodiebay in July 2008 by Deepinder Goyal and Pankaj Chaddah as a digital platform for scanning and listing menus in . In November 2010, the company underwent its first major rebranding to Zomato, a name derived from a playful alteration of "" to evoke freshness, flavor, and broader applicability beyond food-specific connotations. This shift was motivated by trademark concerns with "Foodiebay" resembling , as well as strategic aims to expand into non-food sectors like nightlife listings and events, enabling a more versatile brand identity. The 2010 rebranding coincided with full-time commitment from the founders and the addition of co-founder Gunjan Patidar as CTO, marking a pivot from a niche menu aggregator to a comprehensive restaurant discovery and review platform. This evolution supported rapid scaling, including international launches in 2011 and seed funding that same year, while maintaining a focus on user-generated content and ratings to drive engagement. By 2015, amid competitive pressures in discovery services, Zomato began integrating food delivery features, transitioning its business model from pure information aggregation to logistics-enabled commerce, which necessitated internal restructuring and technology investments in supply chain management. In July 2021, Zomato went public on the Indian stock exchanges, raising approximately ₹9,375 (about $1.26 billion) in one of India's largest IPOs, providing capital for acquisitions and diversification into quick commerce via the 2022 purchase of (formerly Grofers) in a $568 million all-stock deal. This period saw corporate evolution toward a multi-vertical holding structure, with subsidiaries like Hyperpure for B2B food supplies, reflecting a shift from single-market dominance to ecosystem building. On February 6, 2025, Zomato announced the rebranding of its parent entity from Zomato Limited to Eternal Limited, unveiling a new logo while retaining the Zomato brand for its primary food delivery app. CEO Deepinder Goyal explained the change as a response to the company's maturation, where non-core Zomato segments—such as Blinkit and Hyperpure—emerged as key growth drivers, warranting a corporate identity detached from food-specific imagery to accommodate broader tech and commerce ambitions. The move aligns with prior internal use of "Eternal" for holding subsidiaries, emphasizing long-term resilience over sector-specific branding.

Global Presence and Market Position

Zomato's international operations have contracted significantly since 2021, with the company exiting nearly all foreign markets to prioritize profitability in its domestic base. In November 2021, Zomato announced the cessation of services in all countries except and the (UAE), followed by the liquidation of subsidiaries in over 10 markets, including , , , , , and the , by early 2024. This strategic retreat addressed unprofitable expansions, allowing focus on scalable domestic growth amid intense competition from global players like and . As of 2025, Zomato's active presence outside is limited primarily to restaurant discovery services in the UAE, where it maintains a foothold for menu listings, reviews, and reservations but not full-scale , following the 2019 sale of its UAE delivery business to for $172 million. Delivery operations are confined to over 800 cities in , supplemented by quick commerce via its subsidiary. This -centric model has enabled Zomato to achieve operational efficiency, with the company reporting profitability in its core segments by fiscal year 2025. In India's online food delivery market, Zomato holds a dominant position with an estimated 55-58% share as of mid-2025, outpacing primary rival Swiggy's 42-45%. This leadership stems from network effects, including a vast restaurant partner base exceeding 300,000 and over 80 million monthly active users, bolstered by integrations like Hyperpure for B2B supply and Blinkit for 10-15 minute grocery fulfillment. In quick commerce, Blinkit commands 41-45% market share, ahead of competitors Zepto (27%) and Swiggy Instamart (20%), driving Zomato's diversification beyond traditional delivery. Globally, Zomato's reduced footprint positions it as a regional powerhouse rather than a multinational contender, contrasting with earlier ambitions across 24+ countries that yielded losses due to fragmented markets and high logistics costs.

Historical Development

Inception and Early Platform (2008–2012)

Zomato was founded in 2008 as Foodiebay by Deepinder Goyal and Pankaj Chaddah, both graduates of the and former analysts at . The idea originated from Goyal's observation of colleagues at Bain frequently photocopying restaurant menus from the office printer due to the lack of accessible digital alternatives, prompting the creation of an online repository for menu cards and restaurant information. Initially launched in Delhi NCR, Foodiebay served as a basic restaurant directory, aggregating physical menus digitized through partnerships with local printers and listings from restaurants. By mid-2009, Foodiebay had grown to become the largest directory in NCR, covering over 1,000 eateries through manual and user submissions. The platform emphasized discovery features, including searchable menus, , and basic ratings, without initial focus on user-generated reviews or delivery services. In 2010, the company rebranded to Zomato to differentiate from eBay-like connotations of "Foodiebay" and signal broader ambitions in search and discovery. Post-rebranding, Zomato expanded coverage to additional Indian cities such as , , Bengaluru, , Hyderabad, , and by 2011, relying on a team of data collectors to verify listings manually. During this period, Zomato's core platform functioned primarily as a discovery tool, enabling users to browse details, compare options by , location, and cost via a web-based interface. Early experiments included a brief foray into event ticketing for in 2011, which was quickly discontinued to refocus on aggregation. By 2012, the platform had solidified its position in urban with enhanced search algorithms and photo uploads, though mobile apps were only introduced that year to address growing adoption. Revenue initially stemmed from by restaurants and premium listings, without commissions from transactions.

Domestic Expansion and International Forays (2013–2016)

In 2013, Zomato raised $37 million in Series D funding led by India, enabling consolidation of its domestic operations and aggressive international growth, while remaining profitable in . By mid-year, the platform covered 14 cities across , primarily major urban areas, with listings for over 49,500 restaurants, emphasizing menu digitization and user reviews to deepen . The company enhanced its platform with social features, such as sharing, to boost engagement amid rising monthly online visitors, which grew steadily through 2016. Domestically, Zomato focused on scaling restaurant partnerships and operational efficiency rather than rapid new-city launches, as core urban markets matured; by 2015, it introduced online ordering capabilities in select cities, laying groundwork for broader service evolution without immediate nationwide delivery rollout. A $60 million funding round in November 2014, at a of around $660 million, further supported infrastructure for sustained domestic growth. Internationally, Zomato pursued rapid forays starting from its 2012 entries into markets like the UAE, , and , expanding into , , , and in 2013 to capture emerging restaurant discovery demand. In 2014, it acquired Australian competitor MenuMania, Poland's Gastronauci, and Italy's Cibando for undisclosed sums, integrating local data to accelerate market share in and . The strategy culminated in January 2015 with the $60 million acquisition of U.S. platform Urbanspoon, providing entry into and access to its user base and restaurant database. By late 2015, Zomato announced ambitions to reach 40 countries by year-end 2016, building on its presence in over 20 markets; this included organic launches and targeted buys like Sparse Labs in 2016 for tech enhancement. By November 2016, operations spanned 23 countries and 21 key cities globally, with the platform ranking first in 18 markets and contributing $3 billion in annual value to partner restaurants, though profitability varied outside and the UAE.

Pivot to Delivery and Competitive Pressures (2017–2020)

In 2017, Zomato accelerated its pivot from a third-party aggregator model to managing its own delivery operations by acquiring Runnr, a Bengaluru-based startup, for an undisclosed amount in September. This move provided Zomato with a captive fleet of delivery personnel, enabling greater control over , faster fulfillment times, and reduced reliance on external partners, mirroring strategies adopted by rival . The acquisition supported Zomato's expansion into hyperlocal delivery, with the company reporting average delivery times dropping to 33 minutes by late 2018 amid efforts to optimize its in-house network. To bolster amid rising competition, Zomato launched its paid membership program, initially branded as Zomato Pro and later evolving into Zomato Gold, in 2017, offering subscribers discounts on dining and delivery to incentivize repeat usage. However, the period was marked by fierce rivalry from , which captured nearly 50% by transactional volume in India's online sector by December 2018 through aggressive expansion and funding, and , which entered the market in 2017 with deep pockets for subsidies. Public marketing skirmishes, such as the 2017 billboard wars in where Zomato and Swiggy traded taunts over delivery speeds and reliability, underscored the cutthroat environment, driving up customer acquisition costs via discounts and promotions. These pressures manifested in substantial financial strain, with Zomato incurring widening losses from heavy investments in fleet buildup, , and geographic expansion, as the sector prioritized market share over profitability. By 2020, Zomato had scaled operations to over 500 cities in but faced existential threats from competitors' funding advantages, exemplified by Swiggy's $1 billion raise in that briefly positioned it as the frontrunner. A pivotal relief came in January 2020 when sold its India Eats business to Zomato for $206 million, integrating Uber's user base and restaurant partnerships to consolidate Zomato's position against Swiggy and avert further erosion. This acquisition, while diluting stakes through issued shares, enhanced Zomato's scale without proportional infrastructure costs, helping it navigate the pre-IPO cash crunch.

IPO, Acquisitions, and Profitability Push (2021–present)

Zomato launched its (IPO) on July 14, 2021, closing on July 16, 2021, with shares priced in a band of ₹72 to ₹76 and an issue size of ₹9,375 comprising 1,233,552,631 equity shares of ₹1 . The IPO valued the company at approximately $8 billion at the upper price band, marking one of India's largest tech listings at the time, and shares listed on the BSE and NSE on July 23, 2021. Post-listing, the experienced volatility, reflecting scrutiny over the company's path to profitability amid intense in . Following the IPO, Zomato pursued strategic acquisitions to diversify beyond into . In June 2022, it acquired Blink Commerce (operating as , formerly Grofers) for $568 million in an all-stock transaction, retaining Blinkit's separate brand and app while integrating it into Zomato's ecosystem to capture the growing demand for 10-15 minute grocery deliveries. This followed an initial ₹750 investment in 2021 for a roughly 10% stake in , positioning Zomato to compete with rivals like Swiggy Instamart. Subsequent capital infusions included ₹500 in January 2025 and ₹1,500 in February 2025 to fuel Blinkit's expansion, which operates in over 150 cities and contributed to Zomato's broader revenue diversification. Zomato's post-IPO strategy emphasized achieving profitability through cost optimization, operational efficiencies, and scaled growth in core segments. The company reported its first consolidated quarterly net profit of ₹2 in Q1 FY24 (ended June 30, 2023), a shift from prior losses, driven by higher order volumes and despite ongoing investments in quick commerce. By FY25, annual net profit reached ₹527 on operating income of ₹20,243 , reflecting sustained adjusted EBITDA positivity across segments, though quick commerce margins faced pressure from rapid store expansions. In November 2024, Zomato raised $1 billion from institutional investors, its first major funding since the IPO, to support long-term growth while maintaining profitability focus. Challenges persisted, as seen in a 90% YoY profit dip to ₹25 in Q1 FY26 amid Blinkit's scaling costs, underscoring the trade-offs between growth and margins in competitive markets.

Business Model and Operations

Core Services: Discovery and Reviews

Zomato's discovery service originated as the company's foundational offering, aggregating publicly available menu cards from physical restaurants into a digital searchable database to aid consumer decision-making. Launched in , it initially focused on providing access to details such as locations, cuisines, and basic listings without delivery integration, emphasizing empirical data collection from offline sources to build a comprehensive directory. By 2011, the introduction of a mobile application extended this service, enabling on-the-go searches and initial integration. The platform facilitates discovery through advanced search filters, including cuisine categories, geographic proximity, estimated delivery times, cost brackets, and aggregated user ratings, allowing users to identify options aligned with specific preferences. Restaurant profiles feature detailed menus, high-resolution user-uploaded photographs, contact information, and mapping directions, with ratings systems that differentiate between dine-in experiences and ordering quality to reflect distinct service aspects. User reviews form a core component, contributing to overall scores via textual feedback, numerical inputs, and, since the , streamlined "Reviews 2.0" mechanisms using tags for rapid, structured input—enabling contributions in under 30 seconds without requiring extensive . This system aggregates millions of submissions, though it has faced for potential manipulation via incentivized or fabricated entries, as evidenced by reports of restaurants seeking bulk review services to inflate visibility. By 2014, the discovery database encompassed data on over 250,000 restaurants across multiple countries, prioritizing verifiable details like menus and locations over promotional content. Expansion continued, with coverage reaching over 1.5 million establishments by late 2024, incorporating enhanced review analytics and personalized recommendations derived from user behavior patterns. Despite shifts toward delivery dominance, discovery remains integral, driving initial user engagement and informing subsequent ordering decisions through data-driven insights rather than unverified endorsements.

Food Delivery and Logistics

Zomato launched its food delivery service in on March 16, 2015, initially partnering with approximately 2,000 s across major cities to enable direct ordering through its platform. This marked a strategic pivot from its original restaurant discovery model, with rapidly emerging as the company's primary driver by aggregating orders between customers, s, and independent delivery partners. The aggregator model relies on delivery personnel—primarily bikers—who fulfill orders on a per-task basis, supplemented by commissions from s (typically 20-30%) and variable delivery fees charged to customers based on distance and demand. To bolster logistics capabilities, Zomato acquired Sparse Labs, a logistics technology startup, in September 2016, integrating real-time route optimization and dispatch algorithms to handle scaling volumes, which reached around 50,000 daily orders at the time. Delivery operations emphasize hyperlocal networks in over 800 cities, leveraging data analytics for , estimated delivery times (averaging 20-30 minutes in urban areas), and partner allocation to minimize delays. AI-driven tools predict demand surges, optimize rider paths via , and integrate weather or traffic data for efficiency, contributing to reduced average delivery times. As of March 2025, Zomato's delivery ecosystem includes over 37,000 active (EV) partners, supporting goals by avoiding nearly 4,900 tonnes of CO₂-equivalent emissions annually. In June 2025, the company piloted an EV rental bike fleet in Delhi-NCR, deploying 300 bikes initially through its subsidiary Eternal, with ambitions for 100% fleet electrification by 2030 to cut fuel costs and emissions. Specialized initiatives include the 2024 launch of an all-electric "large order fleet" for to groups of up to 50 people, addressing bulk delivery needs with dedicated vehicles. Operational challenges persist, including rider retention amid variable incentives, regulatory hurdles like varying local labor laws across , and competition from rivals such as , which strains margins through aggressive discounting. Zomato has countered these by rationalizing costs—such as consistent delivery fees and selective commission hikes—while facing criticism for high platform fees that some view as squeezing viability, though the company attributes profitability gains to disciplined scaling post-2021.

Quick Commerce and Diversification (Blinkit, Hyperpure)

Zomato entered the quick commerce sector through its acquisition of , a platform specializing in ultra-fast delivery of groceries, essentials, and daily needs within 10-15 minutes, on June 24, 2022, for Rs 4,447 crore ($568 million) in an all-stock transaction. The deal, initially valued between $700-750 million, was finalized after board approval and completed on August 11, 2022, integrating as a wholly-owned to leverage Zomato's expertise for competing in India's burgeoning quick commerce market against rivals like Instamart and Zepto. This move marked a strategic pivot from dominance, aiming to capture demand for instant fulfillment amid rising consumer expectations for speed and convenience in urban areas. Blinkit's operations emphasize store-based fulfillment, stocking up to 25,000 SKUs including fresh , packaged , and items, with expansion into over 30 cities by 2025. In fiscal year 2025 (FY25), Blinkit achieved gross order value (GOV) of Rs 9,421 crore, reflecting 134% year-over-year growth, alongside 122% increase, propelling its valuation to $13 billion and securing approximately 45-50% in quick commerce. For the third quarter of FY25, the segment generated $70 million in , up 113% year-over-year, driven by higher average order values (around Rs 625 as of mid-2024) and partnerships like with Apple for premium product access. Zomato's integration has focused on profitability through optimized unit , shifting from aggressive expansion to sustainable scaling post-2023, including densification and AI-driven inventory management. Complementing quick commerce, Zomato diversified into B2B supply via Hyperpure, launched in 2018 as a farm-to-fork platform procuring and delivering fresh ingredients, staples, and kitchen essentials to restaurants, cafes, and cloud kitchens. Operating a direct sourcing model to ensure quality and reduce intermediaries, Hyperpure provides next-day delivery across 10+ cities, enabling centralized procurement that streamlines logistics and enforces traceability for over 500 suppliers. By FY24, Hyperpure doubled revenues annually, contributing to Zomato's broader ecosystem by stabilizing restaurant supply chains amid post-pandemic disruptions and supporting affiliated partners with consistent pricing and volume guarantees. This vertical enhances Zomato's value chain control, mitigating risks from volatile food costs and fostering loyalty among its core restaurant base, with growth tied to expanding the organized food services sector.

Revenue Streams and Pricing Dynamics

Zomato generates revenue primarily through its segment, which includes commissions from , customer-paid delivery and platform fees, and from partners. In recent quarters, has accounted for approximately 43.6% of , with commissions typically ranging from 18% to 28% of order value depending on restaurant agreements and . Platform fees charged to customers, increased to ₹12 per order (excluding GST) in September 2025, contribute further, alongside variable delivery fees that incorporate dynamic adjustments for distance and demand. Quick commerce via represents another key stream, comprising about 24% of revenue through margins on grocery and essentials sales, where Zomato earns from after covering and costs. Hyperpure, the B2B supply arm, adds revenue by selling ingredients and supplies directly to restaurants at margins, supporting upstream . and promotions from restaurants and brands, often tied to on the app, form a supplementary stream; this includes the "SocialAds by Zomato" partnership with Meta, enabling restaurants to run targeted ads on Facebook and Instagram that direct users to their Zomato listing pages, thereby driving traffic and enhancing partner visibility. Subscription services like Zomato Gold provide recurring income through discounted orders and priority access, though exact contributions vary quarterly. Pricing dynamics in food delivery employ real-time adjustments to balance supply-demand imbalances, including surge multipliers during peak hours and distance-based fees, such as ₹15 for deliveries between 4-6 km on orders exceeding ₹150 introduced in early 2025. These strategies aim to optimize driver utilization and cover variable costs, but have drawn for inflating effective order prices by 20-30% compared to dine-in, as restaurants often pass on commissions via menu markups. Zomato's take rate, encompassing commissions and fees net of incentives, hovers around 20-25%, reflecting competitive pressures from rivals like .

Technology and Infrastructure

Platform Architecture and Features

Zomato's platform is built on a architecture consisting of over 250 independent services, enabling modular development, , and fault isolation across its food discovery, delivery, and ancillary operations. These services are predominantly implemented in Go, with optimizations like GOMEMLIMIT applied to mitigate out-of-memory errors and CPU inefficiencies in high-load environments. The architecture leverages asynchronous messaging via to decouple microservices, particularly in the billing platform, which transitioned from to in 2023 for improved performance, , and cost efficiency, handling millions of transactions daily. Data storage incorporates MySQL for relational needs and DynamoDB for workloads, supporting real-time order processing and user interactions. Real-time data processing is facilitated by , deployed as a self-serve platform since its at Zomato around 2024, powering features like ad targeting and by handling millions of events for models that determine placement timing and audience. Logging infrastructure scales to petabyte levels using Filebeat for collection from Docker containers and EC2 instances, with for efficient storage and querying, enabling developers to analyze vast log volumes cost-effectively. is enhanced by VictoriaMetrics, migrated in 2024 from and , providing higher cardinality support, reduced costs, and better reliability for monitoring metrics across the ecosystem. Key platform features include the POS Developer Platform, launched in September 2024, which offers APIs for , real-time order , outlet operations, and tracking, complete with , testing sandboxes, and toolkits to simplify integrations for partners. Developer tools like Local Preview allow by bridging local environments to the production , enabling rapid feature validation without full cycles. Specialized components such as , an open-source PDF generator built on Go and introduced in 2025, deliver documents in under 200 milliseconds while slashing server costs by 90%, supporting invoice and report generation. These elements collectively underpin Zomato's ability to manage high concurrency, with the data platform processing ingestion, enrichment, and pipelines via AWS services like EMR and Trino on instances for 25% performance gains and 30% compute savings as of 2023.

Data Utilization and AI Integration

Zomato collects and analyzes vast datasets encompassing user interactions, order histories, delivery patterns, and restaurant performance metrics to inform across its platform. This includes real-time processing of over 2.1 billion data points daily for , such as optimizing menu displays and pricing based on user behavior and psychological factors. The company utilizes these insights to enhance recommendation accuracy, with models personalizing restaurant and dish suggestions by factoring in preferences, past orders, and contextual data like and time, resulting in reported increases in user engagement such as 35% more app time and 22% higher order volumes in targeted implementations. In delivery optimization, Zomato integrates AI to forecast demand, allocate orders, and predict estimated times of arrival (ETAs) by combining historical delivery with live inputs, enabling dynamic route adjustments that reduce delays. frameworks, including LambdaMART implementations via , further optimize order throughput rates by ranking potential assignments for delivery personnel. For supply chain efficiency, models support inventory management and partner onboarding through platforms like Hyperpure, minimizing waste via derived from aggregated transaction . AI-driven fraud detection employs algorithms to identify anomalies, such as fake reviews or suspicious order patterns, by cross-referencing user behavior against baseline metrics and preventing misuse that could distort platform integrity. In customer support, Zomato's Nugget platform, an AI-powered no-code solution, automates resolution of over 80% of queries, scaling to handle 1,000+ messages per minute while reducing response times by 75% and improving satisfaction scores through . Additional integrations include via Amazon Textract and SageMaker for digitizing restaurant menus from images, accelerating data ingestion for searchable catalogs. To support these applications, Zomato maintains scalable infrastructure for real-time data streaming, incorporating feedback loops in systems like Apache Flink for ad personalization and performance monitoring, ensuring data accuracy amid high-velocity inputs. This AI-first approach extends to exploratory uses of generative models for hyper-personalized interactions, though core operations prioritize supervised learning for reliability in high-stakes areas like logistics. Overall, these efforts underscore Zomato's reliance on empirical data loops to iteratively refine models, with internal metrics validating improvements in conversion rates and operational throughput.

Supply Chain and Delivery Optimization

Zomato's efforts are anchored in its Hyperpure platform, launched in , which operates a B2B model sourcing fresh produce, groceries, and other essentials directly from farmers and producers to restaurants and food businesses, minimizing intermediaries and enabling a 12-hour farm-to-fork delivery cycle. This direct sourcing reduces costs, ensures , and addresses common pain points like and stockouts through and just-in-time management. Hyperpure employs a first-in-first-out (FIFO) stock rotation to prevent spoilage and integrates technology for supplier selection, real-time order tracking, and communication across the chain, fostering efficiency in the HoReCa sector. In delivery operations, Zomato leverages AI-driven algorithms for route optimization, dynamically assigning orders to partners based on real-time factors like traffic density, location data, and vehicle availability to minimize times and fuel consumption. further enhance logistics by delivery windows, optimizing circular routes with approximation algorithms for complex scenarios, and integrating for fraud detection and performance evaluation. These technologies, combined with a hybrid fleet of company-owned and third-party partners, support during peak hours while maintaining service reliability across urban markets.

Financial Performance

Funding History and Capital Raises

Zomato commenced its funding journey with an angel round on July 4, 2010, followed by a seed round on August 2, 2010, raising $1.03 million at a of $3.07 million. Subsequent early-stage rounds included Series A ($3 million on September 8, 2011), Series B ($2.3 million on September 20, 2012), and Series C ($10.3 million on February 21, 2013), reflecting steady capital infusion to support platform expansion in restaurant discovery and reviews.
RoundDateAmount RaisedPost-Money ValuationKey Notes
Series DNovember 6, 2013$37.5 million$160 millionExpansion into international markets.
Series ENovember 19, 2014$60 millionN/ALed by early backers including .
Series E (additional)February 6, 2015$27.2 million$640 millionSupported product enhancements.
Series FApril 10, 2015$50 million$783 millionValuation growth amid competitive foodtech landscape.
Series GSeptember 7, 2015$60 million$851 millionInvestors included and .
Series HFebruary 1, 2018$152 million$1.02 billionAchieved status.
Series IOctober 13, 2018$217 million$1.96 billionLed by Ant Financial.
Series I (additional)February 5, 2019$40 million$2.07 billionFollow-on investment.
Series I (additional)February 28, 2019$62.2 millionN/AFurther capital for operations.
Series JJanuary 10, 2020$50 million$2.91 billionAmid pivot to delivery services.
Series J (additional)March 24, 2020$5 million$3.32 billionBridge funding during early impacts.
Series JAugust 31, 2020$660 million$3.95 billionLed by Tiger Global; largest pre-IPO round.
Series JFebruary 4, 2021$252 million$5.44 billionPre-IPO infusion from Kora and others.
Later-stage investments emphasized delivery logistics and acquisitions, with key backers including Ventures (largest shareholder pre-IPO), , , , , and (now ). Zomato's on July 14, 2021, raised approximately $1.26 billion through 55.2 million shares at ₹76 each, achieving a exceeding $10 billion at listing despite market volatility. Post-IPO, the company executed a $74.7 million PIPE in December 2022 and a $1 billion post-IPO round on November 28, 2024, led by institutional investors including HDFC , marking its first major private capital raise since listing to fuel quick commerce via . Overall, Zomato has amassed approximately $1.69 billion in private funding across 19 rounds pre- and post-IPO, alongside public market capital.

Revenue Growth and Profitability Metrics

Zomato's parent company, Eternal Ltd, reported consolidated revenue of ₹20,243 for FY25 (April 2024–March 2025), reflecting 67% year-over-year growth driven primarily by expansions in quick commerce via and B2B supply through Hyperpure. This marked a continuation of revenue acceleration from FY24's approximately ₹12,114 , with contributing ₹9,418 (up 20.9% YoY), ₹5,206 (up 126.2% YoY), and Hyperpure ₹6,196 (up 95.3% YoY). Adjusted EBITDA improved to ₹1,079 in FY25 from ₹372 in FY24, indicating operational leverage amid scale-up, though segment-specific losses persisted in quick commerce (₹292 loss) and Hyperpure (₹84 loss). Profit after tax (PAT) reached ₹527 crore in FY25, a 50% increase from ₹351 crore in FY24, achieving sustained profitability for the second consecutive full year after historical losses exceeding ₹1,000 crore annually pre-FY23 due to aggressive expansion and marketing spends. Food delivery remained the profitability anchor, generating ₹1,505 crore in adjusted EBITDA, while investments in high-growth areas like quick commerce pressured margins but boosted overall gross order value (GOV) across B2C segments to levels supporting 50%+ revenue compounding. In Q1 FY26 (April–June 2025), adjusted grew 70% YoY to approximately ₹7,167 , though PAT fell to ₹25 amid elevated costs at for inventory scaling. Q2 FY26 (July–September 2025) saw surge 183% YoY to ₹13,590 , fueled by Blinkit's GOV outpacing , but PAT declined 63% YoY to ₹65 due to one-time expenses and capacity investments, highlighting a between hyper-growth and near-term margins.
Fiscal YearRevenue (₹ Cr)YoY GrowthPAT (₹ Cr)Adjusted EBITDA (₹ Cr)
FY2412,114-351372
FY2520,24367%5271,079
These metrics underscore Zomato's transition from loss-making expansion (e.g., FY22 PAT loss of ₹1,222 ) to profitable scaling, with revenue compounding at over 50% annually since FY23 amid India's rising digital consumption, though quick commerce's continues to test EBITDA consistency.

Post-IPO Stock Dynamics and Valuation

Zomato's shares listed on the BSE and NSE on July 23, 2021, following an IPO priced at ₹76 per share, opening at ₹126 on the NSE for a 65% premium over the issue price. The stock experienced an initial surge, peaking at approximately ₹169 in late August 2021 amid high investor enthusiasm for new-age tech listings. However, it soon faced volatility, declining over 70% from its post-IPO high to a low of around ₹40 by mid-2022, influenced by macroeconomic headwinds, persistent losses, and a broader correction in growth stocks. Recovery began in late 2022, driven by strategic moves such as the all-stock acquisition of in August 2022, which expanded into quick commerce despite initial dilution concerns, and the company's first profitable quarter in Q3 FY2023 (ended December 2022). Shares rebounded, crossing ₹100 in early 2023 and sustaining upward momentum through improved adjusted EBITDA positivity in FY2024 and FY2025, fueled by core growth and scaling. By October 2025, the traded around ₹327, reflecting a year-to-date gain of over 50% from April 2025 lows of ₹195, though it dipped temporarily in September 2024 amid Swiggy's IPO filing, which heightened fears. Valuation metrics post-IPO have underscored Zomato's transition from loss-making to a growth-oriented entity with premium multiples. As of October 24, 2025, the stood at approximately ₹3.15 trillion, with a price-to-book of 10.84, reflecting bets on future expansion in delivery and quick despite elevated valuations relative to peers. One intrinsic value estimate pegged at ₹223 per share based on historical models, suggesting potential overvaluation amid high growth expectations. Trailing twelve-month reached about $2.38 billion USD equivalent by October 2025, supporting a forward-looking price-to- multiple that prioritizes over immediate profitability.
Key Post-IPO Price MilestonesDateClosing Price (₹)
IPO Listing High (Initial Surge)August 2021~169
Post-IPO LowJuly 2022~40
Recovery ThresholdEarly 2023>100
52-Week High (2025)October 16, 2025368.45
Recent Trading (October 24, 2025)October 24, 2025326.60

Workforce and Labor Practices

Employee and Contractor Structure

Zomato maintains a lean core of permanent employees focused on development, platform , , and corporate functions, totaling 6,903 as of March 31, 2025, on a standalone basis. This figure reflects a deliberate strategy to minimize fixed labor costs amid expansion, with employees primarily based in and handling non-frontline operations. The company's delivery network, essential to its and quick commerce services, operates through a vast pool of independent contractors designated as "delivery partners," averaging 509,000 active participants per month as of October 2025. These contractors provide their own vehicles, set flexible schedules via the Zomato partner app, and receive per-order payments rather than fixed salaries, enabling scalability without the overhead of employing delivery personnel directly. This gig model classifies partners outside traditional employer-employee relationships, exempting Zomato from obligations like minimum wages, paid leave, or contributions under Indian labor laws. While this structure supports rapid across urban and semi-urban areas, it has drawn scrutiny for blurring lines between and dependency, as partners face algorithmic controls on ratings, incentives, and deactivation risks without recourse typical of employees. Zomato enforces non-delegation policies, prohibiting partners from subcontracting deliveries, which reinforces their individual contractor status despite operational integration into the platform's . Other contingent labor, such as temporary hires for peak seasons or acquisitions, supplements the permanent staff but remains secondary to the contractor-heavy delivery ecosystem.

Gig Worker Compensation and Conditions

Zomato classifies its delivery personnel as independent contractors rather than employees, allowing flexible scheduling but excluding them from standard labor protections such as paid leave or employer-provided health insurance. Compensation primarily consists of a base pay per completed delivery, typically ranging from ₹20 to ₹50 depending on distance and order value, supplemented by incentives for meeting daily order targets or maintaining high performance ratings. Additional bonuses are awarded for monthly achievements, such as completing a minimum number of deliveries or logging sufficient active hours, which can significantly boost earnings during peak demand periods like evenings and weekends. In 2024, Zomato reported that its approximately 1.5 million delivery partners earned an of ₹28,000 per month net of estimated fuel costs, marking a 2.3% increase from ₹27,109 in 2023 and a roughly ₹4,000 rise from ₹23,709 in 2021. CEO Deepinder Goyal described this as "fairly attractive," though independent estimates vary; for instance, data pegs the at ₹29,046 monthly, while reports a range of ₹16,000 to ₹52,875 depending on location and effort, with higher earners in metros working 10-12 hours daily. Earnings fluctuate with factors like urban density, weather, and competition from rivals such as , and anecdotal reports highlight top performers achieving ₹70,000-₹80,000 monthly through intensive schedules, though this requires 50-60 active hours per week. Working conditions involve significant physical demands and algorithmic pressures, with partners often navigating on two-wheelers without guaranteed minimum hours or pay, leading to variable and incentives tied to ratings above 4.5 stars. A survey by the All Gig Workers Union indicated that over 60% of platform workers, including Zomato's, experience anxiety or depression symptoms linked to financial instability and long shifts exceeding 10 hours daily during peaks. risks are elevated due to road hazards and occasional denial of access to residential complexes, exacerbating fatigue without comprehensive coverage—Zomato provides limited accident assistance via partnerships, but partners bear maintenance and costs independently. Flexibility appeals to many, enabling part-time work alongside other jobs, yet the lack of social security benefits persists nationally, despite state-level initiatives like Rajasthan's 2023 mandating platforms to contribute to welfare funds for gig workers.

Strikes, Layoffs, and Internal Culture

In 2019, Zomato delivery partners in multiple cities, including , initiated strikes protesting reduced incentives, with payouts dropping to approximately Rs 18.6 per delivery touchpoint from higher prior rates, leading to work stoppages lasting up to a week. Similar actions recurred in 2021, as partners used to highlight exploitative practices, low wages, and harsh conditions, framing themselves as "slaves" to the platform's algorithms and policies. Protests escalated with Zomato's 2022 acquisition of , its quick-commerce arm, where delivery personnel struck nationwide from April 12 to 20, 2023, over inadequate wages for 10-15 minute delivery targets, halting operations at around 50 stores and involving over 2,500 workers. In , a 10-day strike by unorganized partners in 2022 sought greater but yielded no immediate concessions, though it fostered awareness among gig workers typically lacking union structures. By 2025, tensions persisted, with partners planning a 48-hour token strike in July against a new earnings algorithm reducing daily income, and workers striking in April for fair pay, cotton uniforms, and access to , resulting in 150 suspensions. Broader actions, such as the All India Gig Workers Union's September 2025 protest involving Zomato personnel, demanded job security, wage reforms, and insurance amid platform fee hikes and algorithmic opacity. Zomato has conducted multiple employee layoffs, primarily targeting cost efficiencies and restructuring. In May 2020, amid COVID-19-induced demand drops, the company dismissed 520 staff, equating to 13% of its workforce, focusing on non-core functions. A smaller round in November-December 2022 affected about 100 employees, or 4% of staff, across departments as part of performance optimization post-IPO. The most contentious occurred in March-April 2025, when 500-600 junior-level associates from a prior hiring program were terminated without prior notice, attributed to AI automation replacing routine tasks and cited performance shortfalls despite reports of extended hours worked. Affected workers publicly criticized the process as abrupt and unfair, with accounts detailing immediate access revocations and minimal severance, amplifying perceptions of precarious . Internal culture at Zomato reflects a high-pressure environment emphasizing rapid growth and performance, with employee ratings averaging 3.7-3.9 out of 5 across platforms like and , praising learning opportunities and team support but scoring low on work-life balance (around 3.0) due to extended hours and demanding targets. Reviews highlight a "" ethos fostering advancement (rated 3.8-3.9), yet recent anonymous accounts on forums like describe toxicity in HR practices, including , favoritism, retaliation against , and a fear-driven atmosphere where shields underperformers while penalizing transparency. These critiques, often from mid-level staff, contrast earlier positive narratives of pride in the company's , underscoring evolving tensions as Zomato scales via tech integrations like AI, which some view as prioritizing efficiency over employee welfare.

Social Impact Initiatives

Feeding India and Hunger Relief

Feeding India, a non-profit initiative integrated with Zomato, focuses on eradicating and among vulnerable populations in through meal distribution and community partnerships. Originally founded by Ankit Kawatra as an independent effort with a small volunteer base in , it was formally collaborated with Zomato in January 2019 and fully acquired by the company on July 8, 2019, with Zomato funding core operations and salaries. This integration expanded its reach, leveraging Zomato's platform for donations and logistics to combat food insecurity. The flagship Daily Feeding Program, launched in January 2021 in response to post-COVID-19 vulnerabilities, provides consistent meal support to low-income families and children, partnering with over 140 NGOs to deliver nutritious food. Under this program, Feeding India has distributed more than 4.3 crore meals, emphasizing sustainable hunger relief for at-risk groups. Complementary efforts include the Poshan to Pathshala campaign, which supplies daily meals to schools serving low-income families to address chronic malnutrition. During crises, such as the 2019 Odisha cyclone, the initiative rapidly delivered 75,000 meals in 24 hours via coordinated volunteer efforts. Impact metrics demonstrate significant scaling post-integration: monthly meals rose from 78,300 in December 2018 to over 1.1 million within six months of the 2019 acquisition, with operational cities increasing from 65 to 82 and volunteers (Hunger Heroes) growing from 8,500 to 21,500 in the same period. By May 2022, daily meal servings under the Daily Feeding Program had doubled from approximately in early 2021 to . As of April 2025, Feeding India had served over 190 million meals across multiple cities, with totals reaching and counting by mid-2025, supported by a network of volunteers in around 40 cities. During the COVID-19 pandemic, Feeding India raised nearly 40 crore rupees from corporates and individuals, enabling the distribution of over 600,000 dry ration kits to affected households. These efforts underscore a data-driven approach to hunger relief, prioritizing empirical tracking of meals delivered and beneficiary reach over broader social narratives.

Other CSR and Community Programs

Zomato's CSR policy encompasses initiatives promoting and , including the operation of day care centers and vocational skill development programs. A key program in this area is Project Arya, launched in 2021 to train women for roles, particularly as delivery partners, by addressing barriers through skill-building and support. By September 2024, Zomato committed to training 10,000 women via partnerships like Give.Me.Wings, with the initiative earning the Empowerment Principles Award for community engagement and partnerships in . In sustainability efforts, Zomato has pursued environmental goals such as achieving plastic-neutral food deliveries since FY23 and promoting adoption among delivery partners, with active EV-based partners reaching significant scale by March 2025. The company's 2030 sustainability targets include empowering 1 million gig workers, supporting the growth of 300,000 restaurant businesses and food entrepreneurs, and enabling healthier choices for 300 million consumers. These align with broader CSR commitments to environmental , , and management, though historical CSR spending reports indicate limited allocations prior to FY23. Diversity and inclusion programs target 50% representation of women, LGBTQIA+, and persons with disabilities in the workforce, extending to community outreach for equitable opportunities. Zomato's approach emphasizes responsible business growth, with ongoing ESG reporting detailing progress in social responsibility.

Controversies and Criticisms

Data Security Breaches

In May 2017, Zomato disclosed a significant affecting approximately 17 million user accounts, where hackers accessed names, addresses, numeric user IDs, usernames, and hashed passwords from a test database. The breach originated from credentials compromised in a November 2015 leak of the third-party hosting service 000webhost, which included plaintext passwords; one such set belonged to a Zomato developer and was exploited to infiltrate the company's systems undetected until early 2017. The stolen data was briefly offered for sale on the before being redistributed publicly, prompting Zomato to notify affected users, reset all passwords, and implement enhanced measures including improved credential hygiene and monitoring. Despite the hashed passwords reducing immediate risks of account takeovers, the incident exposed vulnerabilities in third-party dependencies and test environment segregation, drawing for delayed detection spanning over a year. No subsequent major breaches have been publicly reported, though the event underscored broader cybersecurity challenges for Indian tech firms handling large user datasets, with Zomato's response emphasizing proactive audits but highlighting initial lapses in .

Regulatory and Antitrust Scrutiny

In November 2024, India's (CCI) concluded an investigation finding that Zomato and rival had breached antitrust laws through practices such as enforcing exclusivity contracts with partners in exchange for lower commissions, providing preferential listing and search to select partners, and imposing uniform policies across platforms that limited flexibility. These findings stemmed from a 2022 order in Case No. 16/2021, initiated by the National Restaurant Association of India (NRAI), which highlighted conflicts of interest where platforms acted as both aggregators and investors in s, potentially favoring their portfolio companies. Zomato disputed the characterization of an ongoing "investigation," stating that media reports were misleading and that the company had cooperated with CCI inquiries without admitting violations. Separate antitrust scrutiny targeted Zomato's quick-commerce arm, , alongside Swiggy's Instamart and Zepto. In March 2025, consumer products distributors filed a complaint with the CCI alleging that deep discounting by these platforms harmed smaller retailers by undercutting prices and capturing through predatory practices. This case remains under review, with no final CCI ruling as of October 2025. In April 2025, the issued notices to Zomato and the CCI amid challenges to an antitrust probe into the company's platform and delivery fees, though the CCI had previously ruled in Zomato's favor, determining that such fees did not constitute abuse of dominance under Section 4 of , due to lack of market foreclosure or consumer harm. Beyond antitrust, Zomato faced regulatory actions related to tax compliance. In December 2024, India's tax department issued a demand order requiring Zomato to pay 8.04 billion rupees (approximately $95 million) in unpaid goods and services tax (GST), interest, and penalties for fiscal years 2017-2021, primarily over classification of delivery charges. Zomato announced plans to appeal, arguing the order misinterpreted GST applicability on services. Additional GST demands followed in August 2025 against Zomato's parent entity Eternal, totaling over 40 rupees ($4.8 million) including interest and penalties for alleged discrepancies. These cases reflect ongoing tensions between food delivery platforms and Indian tax authorities over and tax liabilities in the model.

Stakeholder Backlash on Practices and Ethics

In March 2024, Zomato launched a "pure veg" delivery fleet dedicated to vegetarian orders, using green uniforms for riders to prevent cross-contamination with non-vegetarian , citing that 75% of its orders in were vegetarian based on internal surveys. The initiative faced immediate backlash from customers, activists, and users, who accused it of promoting -based segregation and reinforcing notions of ritual purity historically linked to upper-caste Hindu practices, potentially discriminating against delivery workers from lower castes or non-vegetarian backgrounds. Critics argued that separating workers by dietary habits could stigmatize non-vegetarians and echo 's divisions, with some delivery partners expressing fears of exclusion or profiling. CEO Deepinder Goyal responded by rolling back the uniform distinction on March 20, 2024, stating all riders would wear red to avoid workers being "incorrectly associated with non-veg " or blocked by residential associations, while affirming the fleet's operational continuation without visual markers. In June 2023, Zomato's advertisement campaign featuring the character "Kachra" (trash) from the film drew accusations of casteism, as it linked the character to with the tagline implying Zomato helps "turn kachra into " (trash into ), which critics interpreted as derogatory toward marginalized communities. The ad sparked outrage on and from activists, prompting Zomato to apologize for any offense while defending the "noble intention" of promoting , though it committed to re-evaluating its creative processes amid . This incident highlighted stakeholder concerns over insensitive that risks alienating lower-caste consumers and partners in India's diverse society. Zomato has also encountered criticism for deceptive practices in advertising and listings, including the use of AI-generated food images by restaurants on its platform, which misled customers about dish appearance and quality, leading to complaints about false expectations. In August 2024, CEO Goyal announced a ban on such images following "numerous complaints," emphasizing trust erosion from discrepancies between visuals and reality. In January 2026, Goyal disclosed that some customers were using AI tools to insert insects, flies, or damage into photos of delivered food to fraudulently claim refunds. Separately, in February 2024, a Delhi court summoned Zomato over allegations of falsely marketing deliveries from "iconic restaurants" via unverified ghost kitchens, prompting a civil suit for misleading consumers on authenticity. These issues raised ethical questions about platform oversight and transparency toward restaurant partners and diners. In January 2025, Zomato faced backlash for imposing extra fees on "veg mode" orders, which Goyal publicly apologized for as "stupid on our part," attributing it to an internal error and refunding affected users. Additionally, a 2024 shareholder query challenged Zomato's "100% Green Deliveries" claim as unverifiable given petrol-powered bikes, with Goyal defending it by noting legal accountability for public companies prevents falsehoods, though skeptics viewed it as greenwashing amid environmental stakeholder pressures.

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