Advice Please: unfounded violation

Some context--I am new to Lyft. I drive in California. I have 25 total rides. I do not have a dash camera. I did not refuse anyone who had a service animal. I have not cancelled any rides myself. I am a former Dasher who is familiar with many scams. My account has been reactivated.

Thank you in advance.

My question/concern is:

1. Do they consider this first incident a violation even though they state they were unable to confirm it happened?

2. If it is not a violation, why do they use the verbiage in the 3rd paragraph, "The next violation of this policy..."?

3. What kind of scam is this? Do the passengers get compensated if this policy is violated?

The following is Lyft's response to my assertion that I did not decline anyone who had a service animal. I've bolded the statements that are concerning me:

My name is Walter, and I am the Safety Specialist assigned to this investigation.

Thank you for your reply. After further investigation into the incident, I was unable to confirm that you knowingly violated Lyft’s Terms of Service or Lyft’s Service Animal policy. Therefore, your account has been reactivated.

As a reminder, refusing a service animal is a violation of the law, Lyft's Terms of Service, and Lyft’s Service Animal Policy. Please consider this your first and only warning for refusing to transport a rider with a service animal. The next violation of this policy will result in the permanent deactivation of your driver account.  (and the email continues with legal verbiage)