Distance selling regulations question

If you hire a web agency to build an application for you, but in their contract there is no refund policy or information regarding cancellation of the contract, and neither is this information to be found on their website, so they basically took payments from you prior to stating any refund/contract cancellation information, is the web agency legally obligated to process a full refund if the client wants to end the contract with the agency and get his money back?

At this point in time the web agency has not finished the project, it is far from finished; additionally, all the files relating to the project are on their servers so I got nothing, no product/service.